L2 Application Support ( Accounts )

Job Description: Second Level Application
Consultant – Accounting
Company: Silicon Stack
Location: Hyderabad
Employment Type: Full -Time
Experience: 3–5 Years

About the
Role

Silicon Stack is seeking a skilled Second
Level Application Consultant – Accounting to join our dynamic team in
Hyderabad. This role is ideal for professionals with an accounting background
and strong understanding of financial processes within the automotive or
related sectors. The candidate will provide exceptional customer support, manage
service incidents effectively, and contribute to continuous improvements while
working closely with internal and external stakeholders.

Key
Responsibilities

• Log,
  diagnose, and resolve service requests and incidents within agreed SLAs.
  
• Manage
  assigned case queues efficiently using the Case Management System.
  
• Act as
  a customer advocate, building strong client relationships and ensuring
  requirements are well understood and addressed.
  
• Collaborate
  with team members to analyse issues and deliver exceptional service
  outcomes.
  
• Provide
  on -the -job training and mentoring for new team members.
  
• Participate
  in pilot testing, field services, and weekend support when required.
  
• Develop
  and maintain documentation and knowledge base articles for
  troubleshooting.
  
• Record
  and manage customer interactions across multiple support channels (phone,
  email, web, fax).
  
• Provide
  timely updates to customers and escalate issues where necessary.
  
• Adhere
  to help desk processes, including shift schedules and phone rosters.
  
• Partner
  with internal teams to drive solutions and service improvements.
  
• Attend
  internal training sessions for skill enhancement.
  
• Contribute
  to continuous improvement initiatives within the support team.
  

Required
Professional Skills

• Proven
  experience in a customer support or service desk environment, ideally
  involving incident triage.
  
• Strong
  working knowledge of MS Office applications.
  
• Background
  or hands -on experience in accounting software 
  
• ITIL
  Foundation certification is an added advantage.
  

Personal
Attributes

• Excellent
  customer service skills and stakeholder management capability.
  
• Strong
  communication, negotiation, and interpersonal skills.
  
• Analytical,
  pragmatic problem solver with attention to detail.
  
• Ability
  to multitask, work well under pressure, and meet KPIs.
  
• Self -motivated,
  adaptable, and capable of working independently or as part of a team.
  
• Highly
  committed to service excellence and quality delivery.
  

Preferred
Background

• Accounting
  experience is mandatory.