Details
Experience:
1 - 2 Years
Location:
Pune
Education:
UG - B.Sc - Any Specialization,B.Tech/B.E. - Any Specialization,BCA - ComputersPG - Any PG Course - Any Specialization
Industry Type:
IT-Software/ Software Services
Role:
Customer Support Engnr/Technician
Functional Area:
IT-Support, Telecom, Hardware
Job Description
This position will be responsible for proactively monitoring the various processing and related activities for the IDeaS client base. Additionally, the individual would be responsible for providing reactive support for issues raised by the internal/external clients.
• Proactively monitor all the processing
• Perform root cause analysis for repeated failures
• Perform analysis and initiate action to achieving uptime and other departmental targets
• Handle client communication, written and verbal
• Analyze and resolve technical issues
• Identify and escalate areas of concern as per escalation process and adhere to all the processes and procedures laid down for the department
• Perform installations for new properties/subscriber client upgrades as required
• Produce daily, weekly, monthly and ad-hoc reports as requested
• Update the Senior Product Engineers and/or the Lead Product Engineer on progress of issues/projects
• Take appropriate actions when either the Senior Product Engineers and/or the Lead Product Engineer are not available and when CARE operations are affected or immediate escalation is required for resolution of issues
• Handle client calls and CARE mailboxes as per process
• Review and take action based on SFDC/SWB Reports
• Any other work assigned by the Lead Product Engineer/Sr. Product Engineer
• Proactively monitor all the processing
• Perform root cause analysis for repeated failures
• Perform analysis and initiate action to achieving uptime and other departmental targets
• Handle client communication, written and verbal
• Analyze and resolve technical issues
• Identify and escalate areas of concern as per escalation process and adhere to all the processes and procedures laid down for the department
• Perform installations for new properties/subscriber client upgrades as required
• Produce daily, weekly, monthly and ad-hoc reports as requested
• Update the Senior Product Engineers and/or the Lead Product Engineer on progress of issues/projects
• Take appropriate actions when either the Senior Product Engineers and/or the Lead Product Engineer are not available and when CARE operations are affected or immediate escalation is required for resolution of issues
• Handle client calls and CARE mailboxes as per process
• Review and take action based on SFDC/SWB Reports
• Any other work assigned by the Lead Product Engineer/Sr. Product Engineer
Desired Candidate Profile
• BE/Computer Science Graduate with 1 to 2 years of experience in software product support
• Excellent trouble shooting and problem solving skills
• Ability to work independently
• Excellent communication skills, verbal and written
• Knowledge of hardware/software issues
• Good working knowledge of Excel, Word and PowerPoint
• Knowledge of networking fundamentals
• Working knowledge of database fundamentals and SQL
• Excellent trouble shooting and problem solving skills
• Ability to work independently
• Excellent communication skills, verbal and written
• Knowledge of hardware/software issues
• Good working knowledge of Excel, Word and PowerPoint
• Knowledge of networking fundamentals
• Working knowledge of database fundamentals and SQL
• Name of the University
• Years of relevant experience
• Current Company:
• Present salary
• Expected salary
• Joining period:
Contact Details
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Regards
HR Department
Indiajobsdb.com
hrd@indiajobsdb.com
Regards
HR Department
Indiajobsdb.com
hrd@indiajobsdb.com
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