Job Description

Job Title: TECHNICAL SUPPORT ENGINEER

Location: HYDERABAD

RESPONSIBILITIES & DUTIES

We are looking for a multi-talented, technically skilled Technical Support Engineer. The Technical Support Manager will be the main point of contact for customer support for applications. The technologically-savvy and customer-oriented Technical Engineer will be a key team member to our quickly growing business.

Key Responsibilities:

  • Establish and maintain an effective and positive relationship with customers
  • Troubleshoot issues and provide technical expertise for internally developed applications and systems, providing customer care support for technical concerns and issues with a results-oriented mindset
  • Ensure technical support and product issues are resolved in a timely manner
  • Identify opportunities and work in parallel with internal resources to provide proactive/preventative activities and reduce the number of issues experienced to optimize solutions and services
  • Solve problems through logic and ingenuity, working through internal resources and systems
  • Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
  • Provide documentation and procedures to users to further their use of our applications and systems.
  • Record, track and document customer support issues (reporting), including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Manage existing customer relationships; identify potential product and services leads within existing customer accounts.
  • Perform special projects as assigned

KNOWLEDGE, SKILLS & ABILITIES

  • Bachelor's degree, preferably in Computer Science or Information Technology
  • MUST HAVE 3-5 years’ experience in development and technical Support
  • Experience in CRM domain is a plus
  • Experience with – Core Java, web services, Oracle CRM, SQL
  • Conflict-management savvy – focused listener who is dedicated to solving customers concerns and issues with professional composure
  • Stellar troubleshooting skills
  • Able to pick up on technical devices easily/quick study; learns new skills and acquires knowledge easily
  • Excellent communications and interpersonal skills with the ability to interact and communicate at all levels
  • Strong analytical skills regarding technical issues