Senior Product Support Specialist

Senior Product Support Specialist


The Senior Product Support Specialist will play a critical role in providing technical assistance for SumTotal's customer base. As a member of Global Customer Support, Support Engineers provide real-time technical support on SumTotal Enterprise products through e-mail and phone interactions with customers and by using SumTotal's CRM. The fundamental goal of this position is to help our customers achieve success using our products. The job involves handling and resolving complex technical queries and issues in the areas of product functionality and defect correction. The position is responsible for maintaining a high and personalized quality of customer support with our strategic customer base, being aware of the breadth of SumTotal's service and solution offerings and identifying opportunities that bring the customer's objectives and SumTotal's solutions together for mutual benefit.

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• Develop a deep knowledge of SumTotal's range of enterprise products.
• Communicating with corporate customers via CRM, telephone, email, or other media as applicable, regarding technically complex problems identified in SumTotal's software products, and maintaining effective customer relations.
• Solve user issues, ranging from basic to technically complex, including software functionality, data communication/networking troubleshooting, OS and browser-related issues.
• Partner with cross-functional teams on complex customer issues, ensuring root cause is identified and fixed.
• Escalate & facilitate top-priority, production-critical issues to the appropriate teams for resolution.
• Resolve incidents and keep customers updated during the issue resolution process as per SLAs.
• Maintain ownership of issues until resolution, drive internal teams in support of solution needs and timely resolution, considering the customer's business impact.
• Create, and publish, internal and customer-facing knowledge base documentation to enhance customer engagement with Sum Total's self-service options.
• Ensure customers can execute their business objectives through the use of our application.
• Assist internal team with case prioritization to ensure successful go-live of new customers.

• Knowledge of SQL programming (DML/DDL/joins) is mandatory.
• Knowledge of Webservices Technologies like REST API/SOAP/ODATA is added advantage.
• Knowledge of NoSQL and authentication Technologies like LDAP, SSO, OpenID, ADFS, etc. is an added advantage.
• Should have hands-on experience in debugging web-based applications.
• Exposure to tools like Fiddler, Wireshark, Browser-based Developer Tools, Postman etc.
• Should have exposure to talking to clients/end customers.
• Strong customer service focus, good problem-solving skills, and excellent communication skills
• Ability to communicate effectively to varying levels within the organization.
• Graduation in Engineering / Sciences or a Post graduate degree in Computer Sciences
• 5+ years' of experience in application support.
• Must be adaptable and have a strong disposition to learn in a fast-paced environment.