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Associate Architect Route

2.00 to 5.00 Years   Bangalore   19 Sep, 2019
CSG International
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Operations Management
EmploymentTypeFull-time

Job Description

  • Provides Level 2 Support to customers - resolving technical issues / error messages encountered by customers in a live production environment.
  • Appropriately handling all customer issues including troubleshooting and providing feedback to the customer.
  • Ensures CSG Support Tool is updated with the latest ticket details always.
  • Supports customers per the details contained in the customer maintenance and support contracts
  • Maintains a high level of customer satisfaction through professionalism; timely response and resolution of issues
  • Following up on support issues, which include liaising with both the customer as well as Level 4 (R&D) team.
  • Ensures compliance with SLAs and OLAs
  • Delivers product installations according to internal procedures
  • Escalates opportunities and/or issues according to established procedures
  • Performs Basic Application Health Check
  • Works on performance issues
  • Works in different business times and on-call 24hs / 7 days
  • Shift work, Standby support and working on weeknights/weekends/public holidays is required
  • Ad-hoc occasional travel to customer sites
  • Responsible for providing mentorship and technical assistance to other more junior Level 2 support members
  • Drives process improvement efforts to meet SLAs and expected levels of service to internal and external stakeholders
  • Peer review on analysis and communication
  • Demonstration of CSG Values.
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Keyskills :
ul csg slas basic compliance maintenance rives standby business analysis holidays contracts perf mance healthcheck

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