Technical Support Engineer II

Varite India Private Limited

Noida, India

2-4 Years

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Posted 35 months ago
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Job Description

Description:

Location: Noida

Shift: 24x7

The Challenge

The Technical Support Engineer for Analytics solution will provide Technical Support for Client Digital Experience Customers.

Key elements of the role involve handling technical issues and ensuring our Customers are set-up for success.

You will field questions, log and work high priority issues, meet with Customers regularly, and manage escalations while working with the extended Client Support team (Support and Engineering).

The over-arching goal is to ensure that you can anticipate and avoid issues, identify and mitigate against risk.

When necessary, you may be required to go onsite to expedite the resolution of a technical issue, or as part of an overall Customer experience improvement exercise.

Team members will be required to fully document all customer cases, customer problem interactions, and customer environment details to ensure complete regular Customer Account reviews.

The objective of this group is to create memorable Customer Experiences for our most strategic Customer resulting in Customers being wildly successful using our products.

What you'll do

First point of contact for customer concerns relating to technical issues

Customer advocate and represent their needs with internal product teams

Provide extremely timely response/resolution to technical and product inquires

Provides resolution results within established Service Level Agreement Guidelines

Awareness of Customer business priorities & key events

Provides proactive Issue Status updates to required parties

Record and document all issues related to customers within established process guidelines

Trouble-shoot/qualify cases before escalating into Engineering

Answer questions regarding product functionality and usage

Enable product features included in the contract which Customer can't enable themselves through the admin console

Troubleshoot implementation problems

Work high priority technical issues

Provide on-site assistance as needed to resolve product issues

Product Content Creation (KB articles, whitepapers, forum participation)

Provide Knowledge Transfer sessions to help reduce escalations into Client

What you need to succeed

At least two years experience in a customer support environment, preferably in a high- tech setting

Excellent communication skills, both written and verbal

Ability to systematically and effectively troubleshoot problems while ensuring customer satisfaction within stated service level goals

Strong ability to identify, research and quantify business problems using statistical analyses on large data sets

Proven ability to diagnose and troubleshoot complex analytic implementation issues

Experience with JavaScript, jQuery, HTML and CSS

Experience with SQL and database management.

Experience with data insertion and reporting APIs, SOAP, REST and PHP

Thinks out-of-the-box to creatively resolve advanced development problems

Debugging of customer code

Experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired.

Strong personal organization skills

Ability to multi-task and prioritize job requirements

More Info

Job Type:

Permanent Job

Industry:

IT /Computers - Software

Function:

technology

Employment Type:

Full time

About Company

Varite India Private LimitedJob Source: www.varite.com

VARITE is a global IT company providing software consulting and staffing services to Fortune 1000 Companies in USA, CANADA and INDIA. VARITE is currently a primary and direct vendors to the leading corporations in the areas of Networking, Infrastructure Application Software, Semiconductor, EAI, Portal technologies, ERP, Wireless Service Providers, Lending - Mortgage and Financial Services.

Job ID: 43458681

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