Department: Implementation
Location: Pune, India
Description
ParentPay Group is Europe's leading software product company and the UK's largest education technology business. We are on a mission to bring next-generation innovation to positively impact on the lives of millions of parents, teachers, and students every day in over 49 countries.
Our market leading products use cutting edge cloud-based technology to streamline school processes, including secure web and mobile apps that enable secure online payments for school items such as meals, trips, clubs and uniform, improve parental engagement, simplify meal management and - through our product SIMS - collect and manage a database of student information and core school operations.
ParentPay Group's new offices in Pune are a fantastic tech hub for those looking to boost their careers in software product development.
Our bright team FastTrack their career with international exposure and ways of working based on agile development best practices from globally renowned technology consultancies.
Key Responsibilities
- Execution of operating procedures to complete the technical migration of customer services and applications from on-premise servers to cloud
- Management and prioritization of individuals workloads
- Ownership of any issues that are escalated from the Service Desk or Product teams ensuring that full issue triage is conducted and analysis provided
- Liaise with key members of staff to ensure product and technical knowledge is kept up to date as well as building internal relationships
- Attend Project Meetings to provide input and advice in relation to experiences with the migration programme
- Working with 3rd party vendors to resolve product / service issues that are deemed to lay within a 3rd party application
- Any other tasks set out by the Migration Operations Management Team, which will be linked to customer or business requirements
- Keep knowledge and documentation up to date and shared with the team, ensuring that documentation is created for new installations / processes whereby it does not exist
- Guides clients through diagnostic and troubleshooting process which may include use of diagnostic tools & software.
- Working with customers which includes phone calls, remote sessions and email exchanges to cover system handovers, training, troubleshooting and customer service
- Collaborate with internal teams to research and resolve problems.
- Being proficient in product suite being handled and usage of tools and procedures
Skills, Knowledge and Expertise
Excellent verbal and written Communication skills.
Experience of customer interaction
Attention to detail, Strong analytical and problem-solving skills.
Take ownership of tickets/incidents/problems.
Server/desktop level IT support
Ability to query data using SQL scripts adhering to best practices so you must understand SQL.
Knowledge of Microsoft Technical stacks
Experience in Active Directory and integrating AD with On-Premises AD.
Hands on experience of using remote support tools.
