Job Description The ideal candidate will be a seasoned software engineer who is efficient, accurate and has a friendly approach to deliver support services to our Software clients.Salary –Salary should not be a constrain for a good resource Industry - Office Equipment's / Automation / IT Software & Software Services / Electronic / Security and Surveillance Functional Area – Customer Success Role – Executive – Software Support Employment Type - Permanent Job, Full Time Work location – Ahmedabad [Prahaladnagar] Client Visit – Occasionally Shift – Regular Day ShiftJob Role Handling technical issue, manage escalated tickets, with complex troubleshooting and advance technical support Working closely with support team and development team to identify and troubleshoot reported issues Analyze and debug issue that has been reported by customer. Identification and escalation of issues to appropriate team for urgent attention. Responsible for database support, troubleshooting the problems by writing SQL queries, deploy new patches on UAT and production server at IIS server Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades. Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager. Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention. Escalate unresolved queries to respective departments for accurate redressal.Required Skills Education Qualification: Any computers degree: BCA / BSc (Information Technology) / BSc (Computer Science) / BE or BTech Computer Science / BE or BTech IT etc / MCA.0 to 1 Years experience in Software - Customer Success / Support Domain. Strong analytical and problem solving skills within SLA Experience of working with various databases like SQL, Oracle & MS Access or with software implementation & ticketing tool will be an added advantage. Experience of MS Desktop and Servers/Services along with knowledge of IIS and their troubleshooting Hands on different CLI and remote access tools. Good knowledge on SQL / Oracle Database - writing SQL query to troubleshoot errors Documentation on KB and basic training material Basic knowledge on Incident Management, Problem Management as well as Change Request Be a team member, work under pressure and can manage team upto 5 membersDesired Personality traits Soft spoken & pleasing, professional, presentable at the same time sharp to handle small and large clients Technically & Logically Strong Strong Analytics, problem solving &Interpersonal Skills Strong work ethics and sense of commitment Ability to balance multiple prioritiesKey Result Areas Customer Satisfaction of assigned clients Problem & query analysis, understanding & SolvingKey Performance Indicators Prompt, responsive, responsible, and friendly approach to client situations Zero customer complaints Client Feedback
Job Title
Technical Associate (Looking for candidates from Ahmedabad location only)