Senior Support Engineer

Job Description-

Working mode- Working from office 5 days . 

Shift - 24*7 rotational shift (include night shift)

Role & Responsibilities                     

1. Working in 9 hour shifts weekdays and on call on weekends answering customers’ calls.
2. Customer satisfaction is of utmost important by owning and performing end state resolution and following the protocol of timely updates
3. Utilize the job ticket system to log all requests and activities including documentation of special requests and solutions to problems for future use by other Techs, Engineers or Analysts.
4. Verifying information according to companies’ data base, checking eligibility and level of support according to contract.
5. Gathering information regarding the technical problem that accrued by in order to diagnose the problem in the system.
6. Connecting remotely to the customers system to try to resolve or diagnose the problem.
7. Understanding the root cause of the problem and trying to define a long term solution.
8. Managing requests in the CRM system
9. Prioritizing cases.
10. Escalating cases to higher tiers according to the defined protocols or by taking the required decision on situation basis.
11. Gather deep dive knowledge of our products which will play key role in the success of servicing our customers

 Skills and Experience:

1. At least 2-6 years’ experience in providing technical support to end customers.
2. Should have done application/product support along with basic infrastructure support
3. Should have strong Analytical skills
4. Should have strong skills of analyzing the Application and Windows.
5. Should have strong understanding of SQL and IIS or Webservices.
6. Strong troubleshooting and problem solving skills are required. 
7. Understanding of ETL (Extract, Transform. Load)(Added Advantage)
8. MicroStrategy familiarity or other reporting tool concepts.(Added Advantage)
9. Experience in connecting remotely to customer’s site through a specific system
10. Experience –on any analytics application support - advantage, exposure to telephony –(Added advantage)
11. Ability to learn new software tools
12. Excellent ability to provide top notch service
13. Excellent spoken and written English
14. Organized in the work environment
15. The ability to remain focused and calm under pressure
16. Ability to work in shifts, outside and or beyond scheduled work hours as required.
17. Education-
18.  (B.E) preferred, preferably in Information Technology, Computer Sciences, Electronics and Telecommunication or related technical degree