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Technical Support Engineer II

1.00 to 5.00 Years   Hyderabad   10 Jun, 2021
Progress Software Development Pvt Ltd
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaNetwork / System Administration,Customer Service (International)
EmploymentTypeFull-time

Job Description

About the Role: Provides technical support to customers and other departments. Handles technical issues of low to moderate complexity with little to no supervision. Specialized in one area/product with good customer care skills. Knowledgeable about internal procedures, processes, and tools. Excellent team player and communicator with very good diagnostic and troubleshooting skills. Responsibilities:

  • Provides technical assistance to evaluators, customers, resellers and Progress employees via telephone, customer portal tickets, email, WebEx, instant messaging or any other available communication option
  • Assists with the installation, configuration, use and maintenance of our software products
  • Follows the processes and procedures for technical support workflow
  • Diagnoses and explains external hardware and software issues that affect the use and/or configuration of our software (e.g., environmental or network)
  • Provides customers with information about Progress products and resources
  • Capable to support new company products with appropriate level of on the job training
  • Interacts professionally and courteously with all customers and peers. Easily approachable, reacts calmly under stressful situations; receive constructive criticism well. Maintains confidentiality.
  • Communicates clearly and precisely with customers regarding expectations for callbacks, follow-ups regarding their issues, interactions with Development, and other open issues. Sets appropriate expectations for resolutions and workarounds for product defect
  • Escalates product issues to management or other team members
  • Logs product defects and feature requests clearly in the corresponding systems
  • Provides Development with clear and complete information, when Development assistance is required, carrying out recommended diagnostic steps and gathering information as necessary
  • Demonstrates and applies good understanding of knowledge capturing principles (e.g. create new knowledge resources and/or update the existing content - product demos, KB and technical articles/documentation, etc.)
  • Reviews product documentation, identifies topics needing improvement and is able to contribute
  • Responsible for professional self-development by attending formal and informal training (webinars, white papers) offered within the office and externally based on your development plan agreed with your manager. Option to enroll in Progress-sponsored security training resulting in certification through organizations such as CompTIA, SANS and (ISC)2
  • Participates in forums, responds to technical questions, sharing product knowledge with colleagues
  • Provides assistance to peers working in the same specialty area as well as handling issues outside of the area of specialty
  • Occasional travel requirement
  • Be part of an emergency-only after-hours call rotation
,

Keyskills :
troubleshootingnetworkinglantechnical supportoperating systemson thetrainingsocial mediacustomer carecustomer portalcustomer supportsecurity trainingproduct knowledgestressful situationstechnical assistanceisccareemaildemosstepswebex

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