About Aspect Software: Aspect Software develops world-class Workforce Engagement Management software that empowers businesses to achieve operational excellence. We are committed to fostering a collaborative and energetic work environment where cutting-edge technology and creative problem-solving converge. Join us as we shape the future of intelligent systems.
Position Overview:
Our Senior Technical Support Engineer will provide remote technical and application problem resolution and escalation assistance related to Aspect products. Diagnose, troubleshoot, repair and debug complex computer systems and software. Respond to situations where end users have failed to isolate or resolve problems in malfunctioning equipment or software.
Key Responsibilities:
- Gain and maintain knowledge of assigned customers technical and business environment, including key customer contacts.
- Provide in-depth problem determination and verification, including (but not limited to) complex Root Cause Analysis reports.
Troubleshoot and resolve issues utilizing all available tools, resources, and documentation. Engage additional resources when necessary. Construct and document clear and concise Technical Plans of Action for customers and front-line support.
- Provide effective and consistent communication to management, peers, and account team in support of customer. Articulate the technical operations and functioning characteristics of assigned products.
- Take ownership and drive effective closure to complex or escalated customer issues.
- Support, coach, and mentor new hires.
- Possess an in-depth level of Aspect product knowledge within a specific area of technology focus to manage complex customer issues and escalations. Work on issues where analysis of situations or data requires an evaluation of variable factors. Internal and external contacts often pertain to company plans and objectives.
Qualifications:
SPECIALIZED KNOWLEDGE SKILLS
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📌 Sr. Technical Support Engineer (Bengaluru)
🏢 Alvaria
📍 Bengaluru
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