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Customer Support Engineer - L2

4.00 to 6.00 Years   Pune   26 Apr, 2021
Screen Magic Mobile Media Pvt Ltd
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Hardware / Networking
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

You are responsible for resolving Customer issues reported by the L1 team as per SLA defined. Job description :

  • Be a single contact point for all kind of services & support from Development team
  • Be a single contact point for a product team to understand Customer issues at L2 level
  • Handle high level escalations with maintaining priority even working under pressure.
  • Responsible for Incident & problem management.
  • Manage first level of escalations with respect to Operations & Delivery of Product Services.
  • Tackle conference call with dis-satisfied customer & direct L1 support engineers or Partner developers to resolve the issues
  • Arrange Training for L1 Support engineers according to product specialist.
  • Share analysis & present presentation for a weekly team meeting. Knowledge of Incident Management, Change Management(Operations) etc.
  • Provide required training to partners on various tools & software (API, Apex APIs, Components).
  • Handle high level escalations with maintaining priority
  • Coordinate with various Customer support teams for daily rhythm (cases)
  • Weekly conference calls with Partners to understand implementation and solve any pending issues.
  • Manage, monitor & priorities to all incident which is logged by customers & ailing resource accordingly.
  • Give a presentation as per L2 data on weekly, monthly & yearly basis.
  • Manage team of technical resources in L2 team
  • Hiring & Performance review of resources reporting to you.
  • Manage documentation of the cases RCA in JIRA / Confluence
  • Manage and prioritise patch release (w.r.t to customer reported issues
Skill Sets
  1. Salesforce Admin Knowledge
  2. Prior Customer support experience
  3. Problems solving skills
  4. Very good coordination, planning & management skills
  5. Data analysis, Reporting
  6. Excellent communication skills
  7. Understanding of SaaS product
  8. Experience of Salesforce apex, visual force, lightning (good to have)
,

Keyskills :
management skillslanincident managementjiraperformance reviewproject administrationslaoperating systemscustomer supportrcasupport engineerssaascomputer hardwaretroubleshootingnetworking

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