Software Product Support Analyst - French/Spanish

iRely is looking for a Software Product Support Analyst to join their Commodity, Trade and Risk Management Business team at iRely’ s office in Bangalore, India

Have you thought about leveraging your proficiency in French or Spanish within the dynamic Information Technology sector? In today's global landscape, the ability to communicate fluently in a foreign language has become an invaluable asset, and organizations like ours are actively seeking individuals with your language skills to enrich our expanding team.

We are in search of a dedicated team member to assist in catering to our Spanish and French-speaking customer base. Below, you will find a detailed breakdown of the responsibilities associated with this role, and rest assured, we will provide you with comprehensive product training before you engage with our customers.

Key Responsibilities:

• Cultivate and maintain positive relationships with both internal and external clients, ensuring that support requests are swiftly diagnosed and resolved.
• Contribute innovative ideas and solutions for the ongoing enhancement of our support processes.
• Prioritize and promptly address support tickets and service requests, ensuring efficient resolutions.
• Methodically document all issues and their resolutions in our Help Desk ticket software.
• Collaborate closely with Product/Project Management and development teams to address issues reported by our customers.
• Engage in daily and weekly meetings, sharing department and company updates with your team.
• Develop and update documentation for system modules, business processes, and internal training.
• Assess issue severity and impact, and delegate them to the appropriate team member.
• Participate in annual software upgrade-related activities.

Minimum Requirements:

• Proficiency in spoken French or Spanish.
• Willingness to provide after-hours (night shift) support on a rotating basis.
• While Call Center/Helpdesk experience is a plus, it is not mandatory.
• A background of 2-3 years in supporting ERP/Accounting systems is advantageous but not obligatory.
• Exceptional communication skills in English.
• A Bachelor's degree.

We look forward to welcoming you to our team, where your linguistic skills will play a pivotal role in providing top-notch support to our diverse customer base.