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Senior Technical Support Engineer

3.00 to 7.00 Years   Bangalore   16 Jun, 2022
Flexera
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

    Resolve customers reported technical issues with our products AdminStudio and Workflow Manager via ticketing systems, remote sessions, phone and e-mail in a timely, courteous and professional manner within agreed SLAs.
    • Research, diagnose, reproduce, and log reported defects, working with engineering and other support team members to provide time-sensitive resolutions.
    • Understand, document, and explain application functionality to customers.
    • Advocate on the customers behalf, guiding support tickets through the escalation process and taking ownership of escalated issues and working with key stakeholders until resolution.
    • Document technical resolutions for publishing in the Support knowledge base/FAQ
    • Assist Flexera customers in setting up and implementing their solutions
    • Train Flexera customers in how to configure and implement Flexera solutions
    • Contribute to the Knowledge Base and use the existing KBs towards case resolution.
    • Help identify and track application bugs and enhancement requests
    • Identify and suggest process improvements
    • Provide assistance to other team members
    • Participate in daily Support Swarming meetings.
    ,

Keyskills :
technical supportnetworkingwindowstroubleshooting

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