Senior Global Support Engineer | E2open Careers Twitter Widget Iframe April 11, 2018 Hyderabad India | HYD Level - 4, Building No:21, (Colruyt IT)
Mind Space, Raheja ITPark Hyderabad, 500081, IND
Familiarity with Microsoft SQL Server, Knowledge of SQL queries, schema and store procedure development.
Flexible to work in night shifts, support customer sometimes beyond accepted business hours and weekends
Excellent communication skills, both written and oral, are desired. Having prior experience in internal customer support (Preferably technical role).
Working knowledge of supply chain concepts and data analysis using excel.
Provide technical support to the customers and solution related to product while consistently achieving high customer satisfaction.
Resolve customer issues via the telephone, email or remote session and reproduce issues in-house and responding back in a timely manner.
Interact with cross functional teams such escalations, the engineering and facilitate communication between customers and other teams.
Provide expertise and guidance to customer regular follow-ups with customers with recommendations, updated and actions plans.
Generating documentation in the form of case notes, best practices, knowledge base articles, RCA reports and case reviews.
Perform Life cycle of incident Management process, starting with incident logging to call closure and customer survey
Education and job experience: (Knowledge, skills and abilities required):
Graduate Degree or Higher. Either that or proven work experience.
Excellent verbal and communication skills
Ability to present and communicate with senior customer leadership and staff.
Technical Troubleshooting skills (Master skills in SQL server and Microsoft Excel)
Ability to identify and prioritize workloads.
Ability to coordinate efforts with cross-functional teams to achieve results.
Ability to assign, mentor, and train junior team members
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