Lead Support

Job Description

Job Title: Global Operations - Lead SupportLocation: NoidaExperience: 5-8 YearsEducation: Full Time (60% throughout)Who we are:Acidaes Solutions (CRMNEXT) is the Worlds Most Powerful Financial Customer Relationship Management Software Product Organization. CRMNEXT effectively recalibrates banks potential to grow engagement, drive profitability and deliver innovation while changing the Banking Industry. CRMNEXT has Practiced and Proven leadership in multiple industry verticals like Banking, Insurance, Financial Services, Media, and Pharmaceuticals Segments.Love to develop amazing softwareWe have an opportunity just for you!You hack your way through challenges with innovation and creative flair. Your idea of a workout is tapping into trending technologies to create awesome software with Microsoft .NET or other web-based technologies. You will get an opportunity to work in Best of class product organization with great exposure to BFSI & CRM business domain. You would get to work with professionals, who have great experience in building world class product.The Opportunity: Are you an ace technical problem shooter Excited to widen your knowledge across an array of technologies We have an opportunity in the role of Technical Support Analyst for our range of products just for you!You would be working in technological environment of .NET framework, Oracle/SQL Server Databases, Webservice/RestAPI for integration and web technologies like HTML, JS, JQuery, Node/ReactJS. Learning opportunity to work on newer technologies of Cloud, MongoDB/Cassandra, Microservices, DevOps and Solutions based on AI/ML as organization is moves its technology and product stack to NextGen.What would you do One of the core responsibilities will be for you to provide technical support to our customers in BFSI domain in dynamic and high volume environment.You would be undergoing a comprehensive product training and on the job technical training in line with your role. Your technical expertise and analytical skills coupled with product training would smoothly onboard you for providing technical assistance to our production customers using CRMNext suite of products viz. CRMNext, CustomerNext and DataNext.
• Troubleshoot problems reported by our customers(external/internal) by technical analysis.
• Diagnosis of the incidents by utilizing skills, tools and technical abilities to troubleshoot the incidences.
• Segregate non-product and environment issues by clear and methodological technical analysis of the incidents and communicating effectively with IT teams of our customers.
• Effectively collaborating with Product team for resolution of the product bugs by providing detailed technical analysis of the issues.
• With your skills enhanced, participate in troubleshooting performance issues on production environments.
• Carrying out proactive technical activities for maintaining the health of the product in application.
• Identifying root causes, proposing test cases and fixes, and developing debugging tools while working closely with product teams
• Collaborating with various stakeholders across Customer, Product, and Delivery as a technical expert
• Communicating with customers for problem resolution, status reporting etc.
• Championing Supportability and Debug ability initiatives through R&D
• Flexible to work in shifts and rotating week-offs if needed.
What are we looking for Technical Skills:
• Strong functional experience in providing L1/L2 support to software products/applications, with CRM Background.
• Good to have DB skills in SQL/T-SQL
• Earlier experience in Programming though not desirable would-be a plus.
• Good to have Experience of working in Cloud/DevOps environment.
Behavioral Attributes:
• Demonstrated problem solving, analytical and troubleshooting skills.
• Heroic get-it-done and problem-solving attitude.
• Good communication and collaboration skills.
• Ability to work seamlessly in a team environment and creating excellent team dynamics
• Able to manage a team and mentor them.
• Stakeholder Management Skills.
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Keyskills :
analytical skillscustomer relationship managementproduct trainingweb technologiestechnical supporttest cases