Business Support Engineer Clara

Responsibilities

 Should have good exposure to warranty claim process and Finance & legal

terms related to warranty

 Candidate will be handling the warranty L2 support and also involve and

change management for warranty process.

 Address escalated technical issues for warranty management system and

perform root cause analysis.

 Coordinate with internal teams to resolve complex problems.

 Monitor and report on ticket inflow and outflow, resolution times, and user

management for audits.

 Develop dashboards with defined KPIs to track performance and identify

areas for improvement.

 Conduct regular reviews and implement automated processes using AI

solutions.

 Update the knowledge base and documentation regularly to ensure accuracy

and relevance.

 Explore AI-powered solutions for automated ticket assignment and routing,

self-service options, and virtual assistants to enhance customer satisfaction

and reduce support center load.

 Develop scripts to add automation and streamline support processes.

 Handle change requests and ensure smooth implementation.

Qualifications

 B.Tech or BE degree 

 3-6 years of experience in Warranty claim support for automotive industry and

analysis.

 Strong problem-solving and analytical skills.

 Excellent communication and collaboration abilities.

 Experience with AI and automation technologies is preferred.

 Proficiency in scripting languages for automation.

 Knowledge of ITIL practices and principles.

 Ability to work independently and manage multiple tasks.

 Strong organizational and time management skills.

 A passion for continuous improvement and customer satisfaction.

Required Knowledge:

 Quick comprehension of the topic “Warranty & Goodwill” as well as contextual

relationships

 Process understanding regarding warranty and goodwill as foundation for

identification of bugs within process that need to be resolved

 General understanding of object structure/ logic within Salesforce

 Basic SQL knowledge

 Basic Knowledge about Service Now 

 Knowledge regarding Salesforce indicator (not mandatory)

 Knowledge of jira

 Familiar with user stories within context of software development

Analytical & Root Cause Skills

L2 should not just approve/reject — they must analyze patterns.

Root Cause Analysis (RCA) methodology

Failure pattern identification

Data analysis (Excel, BI tools preferred)

 Soft Skills

 Open mindedness

 Easy in connecting with other people

 Direct communication in case of any unclarities

 Attention to Details 

 Prioritization Skills

 Patience