Software Support Specialist

Deskripsi Pekerjaan

Tanggung Jawab

• Candidates will be trained in Company’s products to give end to end resolutions on usual technical issues raised
• Candidates will be receiving, prioritizing, documenting and actively resolving issues that arises out of our products in contact center production environments
• Will work along with the Support Lead, take up support tickets assigned, probe the issue and give possible resolution within the Turn Around Time
• Candidate will be part of our Support team liaising with Product developers to support Company Products deployed at customer sites across the globe
• Must perform technical troubleshooting on our products implemented at customer site by taking a remote session (or) by coordinating with onsite engineer
• Job profile involves travel to Customer Site across the globe on need basis to perform any support related activities on Company Products
• May have to extend regular work timings and work on various time zones while working on Support tasks assigned
• May have to work in flexible work hours to accommodate global time zones, especially India and USA
• Report to the Customer Support Manager for project deliverables
• Will be given opportunity to grow to the level of Account SPOC for Company accounts globally
• Required Technical & Functional Skills:
• Bachelor’s degree in computer science, Software Engineering, or a related field
• Good knowledge of Java and/or .net
• Good knowledge of Windows, and Linux ecosystems
• Good knowledge of Web & Application Servers like Tomcat and IIS
• Good knowledge of Web Basics, HTML, CSS & JS
• Good knowledge of SQL
• Must be good in analysing application logs, SQL server logs, error logs and event viewer logs
• Must be good in troubleshooting and root causing issues
• Good Understanding about Contact Center & Telephony concepts with any of the major platforms like AVAYA, GENESYS, CISCO, ASPECT, AWS Connect, etc. will be a plus
• Experience in supporting CTI or IVR or PBX or any Agent Desktop Application will be a plus
• Having experience handling production issues in a Contact Center environment will be a plus
• Excellent Customer handling Skills, Engineers worked as in-house engineers/site engineers supporting any application-based Contact center products at customer sites like Bank, Telco are preferred
• Required Professional Skills:
• High general intelligence
• Strong troubleshooting, root causing and issue resolution skills
• Good written and verbal communication skills in English
• Attention to detail and quality-oriented
• Strong sense of responsibility and accountability, with a desire to take ownership
• Ability to prioritize and handle multiple tasks based on business needs
• Desire to work in a fast-paced environment