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Technical Support / Sr.Technical Support

3.00 to 9.00 Years   Pune   16 Mar, 2022
ABS Eagle
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaTechnical Support / HelpdeskGeneral / Other Software
EmploymentTypeFull-time

Job Description

    *Experience : 3 to 9 years Knowledge, Skills and Abilities Required :
    1. Ability to deal with difficult callers
    2. Able to understand client problems from a technical perspective
    3. Ability to write basic SQL queries to fetch or update data
    4. Basic understanding of Java programing language is desirable
    5. In-depth understanding of the functional aspect of customer products
    6. Good interpersonal and customer care skills
    7. Good communication skills and fluency in English
    8. Knowledge of customer support portal
    9. Basic understanding of working in a cloud environment
    10. Should be conversant with remote sessions (GTM, TeamViewer, AnyDesk, VPN, RDP etc.)
    Job Duties/Roles :
    1. Ask customers targeted questions to quickly understand the root of the problem
    2. Track product issues through to resolution, within agreed time limits
    3. Utilize CRM to track tickets
    4. Follows up with customers to receive their input regarding pending tickets
    5. As a part of the Extended Support for specific contracted customers, monitor certain activities and raise alerts if an issue is observed
    6. Send periodic reports to customers with updates on day to day work regarding tickets
    7. Work may be outside of normal working hours in order to coincide with customer time zones
    8. Properly escalate unresolved issues to appropriate internal teams (eg.senior support team members, software developers)
    9. Provide prompt and accurate feedback to customers
    10. Ensure all issues are properly logged
    11. Maintain good relationships with clients
    12. Working knowledge of the ABS Health, Safety, Quality and Environmental Management Systems.
    , *Education Degree in Computer Science or equivalent.

Keyskills :
sql queriescustomer carecomputer sciencecustomer supportsqlvpnrdpjavacarerootcloudbasicfetchpromptsciencesoftwaremanagement

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