MCS Engineer

Job Description

Department: 2110: Technical Support Support Job Description If you want to accelerate your learning and career growth in a forward- looking company, Lithium s Mission Critical Support team is building out in Bangalore with both those that have experience in handling Severity 1 technical outages and those that have a great aptitude for customer service! Who are we looking for If you re interested in being part of an amazing team that is a customer satisfaction leader and is working towards being one of the top global software support organizations, here s where you d be able to make a difference: Monitor requests, provide support and respond to queries from our customers in an accurate and timely manner Monitor systems and applications proactively to prevent customer outages and impact Escalate problems to the correct teams where appropriate Resolving most outages without needing to escalate Identifying documentation requirements in our knowledge base Maintaining our high standards for customer communication and response times (15 minutes or less) Engaging in training opportunities on our products and key technical areas Realistically, we need a customer focused individual with an enthusiasm and aptitude for technology and social media and who loves engaging with people. We re looking for someone who gets a kick out of helping their colleagues as well as solving problems for customers. There ll be plenty of opportunities to learn about our products and develop your career in a technical or customer- centric direction. This position will have 24/ 7 on- call rotation responsibilities, so please be aware of this prior to applying. Why you should join our team We have a technical bootcamp in which you ll learn how to work with our products, focus your attention on the right things that our customers need and understand how to empathetically work with our customers. Our motivation is to truly make a difference on each case by responding quickly and with high quality. We earn the loyalty and trust of our customers by setting a new standard for amazing support every interaction, every day. The team is hoping to find someone who is energized by social media, customer support, and solving complex challenges. We re open, transparent and hardworking. Our culture is as exciting as our products and we re looking for another person to join. Come check us out! Skills/ Requirements Desired Qualities & Skills The MCS Engineer role is responsible for ensuring that our customers are communicated with, our internal staff members are followed up on, and dealing with the bulk of our straight forward technical Questions and Outages. This team takes on learning the system and technologies, but we have the luxury of training you in the details. 2- 5 years of experience in technical support roles, ideally supporting web applications Demonstrable interest in software and technology Ability to understand and troubleshoot basic technical issues Excellent written and spoken communication skills Able to communicate effectively between teams and individuals of varying technical expertise Familiar with the latest trends in social channels (forums, Facebook, Twitter, etc.) Able to multi- task effectively while working on customer issues Desired: Working knowledge of Application Servers like Apache Tomcat and Web Servers like Apache. Experience with JVM thread dumps or Heap Dumps. Experience in Web Technologies like HTML5, CSS, JavaScript, JQuery, etc. and Programming languages like Java, J2EE, or python. Experience in Scripting languages like Shell, bash, etc. User level experience of Linux Environment. General idea about Multi- Tier Web Application architecture Education (Preferred, not Required) Bachelor s Degree in Computer Science, Information Technology or related field Technical or support certifications such as HDI, ITIL, MCSA: SQL knowledge.,

Keyskills :
ission critical social media customer satisfactio web application web technologies application servers customer focus customer support web servers technical support apache tomcat software support computer science