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.
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Salary –Salary should not be a constrain for a good resource
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Industry - Office Equipment / Automation / IT Software & Software Services / Electronic / Security and Surveillance
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Functional Area – Customer Success
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Role – Executive – Software Support
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Employment Type - Permanent Job, Full Time
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Work location – Ahmedabad [Prahaladnagar]
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Client Visit – Occasionally
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Shift – Regular Day Shift
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Job Role
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- Handling Level 2 technical issue, manage escalated tickets, with complex troubleshooting and advance technical support.
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- tWorking closely with L1 level support team and development team to identify and troubleshoot reported issue.
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- Analyze and debug issue that has been reported by customer
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- Identification and escalation of issues to appropriate team for urgent attention.
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- Responsible for database support, troubleshooting the problems by writing SQL queries, deploy new patches on UAT and production server at IIS server
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- Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
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- Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager.
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- Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
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- Escalate unresolved queries to respective departments for accurate redressal.
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Requirements
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Required Skills
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- Education Qualification: Any computers degree: BCA / BSc (Information Technology) / BSc (Computer Science) / BE or BTech Computer Science / BE or BTech IT etc / MCA.
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- 4+ Years experience in Software - Customer Success / Support Domain.
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- Robust analytical and problem solving skills within SLA
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- Experience of working with various databases like SQL, Oracle & MS Access or with software implementation & ticketing tool will be an added advantage.
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- Experience of MS Desktop and Servers/Services along with knowledge of IIS and their troubleshooting.
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- Hands on different CLI and remote access tools.
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- Good knowledge on SQL / Oracle Database - writing SQL query to troubleshoot errors
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- Documentation on KB and basic training material
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- Basic knowledge on Incident Management, Problem Management as well as Change Request
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- Be a team member, work under pressure and can manage team upto 5 members
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📌 Application Support Engineer (India)
🏢 Spectra Technovision India
📍 India
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