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 recent 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.
Robust 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.
Positive 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