Job Description

The ideal candidate will be a seasoned software engineer who is efficient, accurate and has a friendly approach to deliver support services to our Software clients.

Salary –Salary should not be a constrain for a good resource

Industry - Office Equipment / Automation / IT Software & Software Services / Electronic / Security and Surveillance

Functional Area – Customer Success

Role – Executive – Software Support

Employment Type - Permanent Job, Full Time

Work location – Ahmedabad [Prahaladnagar]

Client Visit – Occasionally

Shift – Regular Day Shift

Job Role

Handling Level 2 technical issue, manage escalated tickets, with complex troubleshooting and advance technical support.
tWorking closely with L1 level support team and development team to identify and troubleshoot reported issue.
Analyze and debug issue that has been reported by customer
Identification and escalation of issues to appropriate team for urgent attention.
Responsible for database support, troubleshooting the problems by writing SQL queries, deploy new patches on UAT and production server at IIS server
Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager.
Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
Escalate unresolved queries to respective departments for accurate redressal.

Requirements

Required Skills

Education Qualification: Any computers degree: BCA / BSc (Information Technology) / BSc (Computer Science) / BE or BTech Computer Science / BE or BTech IT etc / MCA.
4+ Years experience in Software - Customer Success / Support Domain.
Strong analytical and problem solving skills within SLA
Experience of working with various databases like SQL, Oracle & MS Access or with software implementation & ticketing tool will be an added advantage.
Experience of MS Desktop and Servers/Services along with knowledge of IIS and their troubleshooting.
Hands on different CLI and remote access tools.
Good knowledge on SQL / Oracle Database - writing SQL query to troubleshoot errors
Documentation on KB and basic training material
Basic knowledge on Incident Management, Problem Management as well as Change Request
Be a team member, work under pressure and can manage team upto 5 members

Application Support Engineer