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
- Working closely with L1 level support team and development team to identify and troubleshoot reported issues
- 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
