● Manage and resolve technical 2nd line support tickets for a SaaS based purchase-to-pay solution, collaborating with 3rd line/solution consultants for intricate issues.● Perform testing and reproduction of issues, ensuring correctness of configurations.● Identify recurring issues and suggest them for problem management with 3rd line.● Assess knowledge base content relevance and timeliness, contributing to improvements.● Recognize areas for improvement in ticket processing and propose enhancements.● Maintain a customer-level overview within the team's working queue.● Use various information sources to understand the customer journey and situation.● Manage customer expectations regarding case resolution and SLA’s.● Consult knowledge base articles/documentation to solve complex support tickets.● Worked with the Delivery team and accepted support handovers.● Implement and deliver low-medium complexity solutions and interfaces according to the defined requirements.● Assesses client requirements and procedures, such as enhancements or maintenance.● Technologies used in the project are XML, Oracle SQL and RESTful API’s. Tools used in the Project are Basware Invoice Automation, Visual studio, Postman, Dynatrace, Splunk, Service Now, JIRA Confluence and WinSCP.

Key roles & responsibilities-Monitoring fluctuations in the operational management dashboard-Contributing to quality management initiatives with the team-Dealing with support escalations raised through Service Now/Email/Phone/Chat-Invoice validation through XML-Working with Peppol, CloudScan, and OpenText E-invoices