Sr. Technical Associate

Job Description

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.

Salary –Salary should not be a constrain for a good resource

Industry - Office Equipment / Automation / IT Software & Software Services / Electronic / Security and Surveillance

Functional Area – Customer Success

Role – Executive – Software Support

Employment Type - Permanent Job, Full Time

Work location – Ahmedabad [Prahaladnagar]

Client Visit – Occasionally

Shift – Regular Day Shift

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 new 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.
  
  

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.
  
• Strong 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.
  
• Good 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