Application Support Engineer

Mumbai, Maharashtra (India)
See Recent Jobs

Application Support Engineer

IT & Telecommunications

Mumbai, Maharashtra (India)

Ref: KAF274 July 11, 2019 INFORMATION TECHNOLOGY

#

FUNCTIONS

JOB DUTIES AND RESPONSIBILITIES:  Act as point-of-contact by providing technical support to Enterprise customers and partners of Client.  Handles real-time voice-calls and chats with technical queries and adheres to the SLAs  Handles email queries and responds in a timely-manner  Achieves understanding of client products and gains expertise  Applies knowledge and experience along with analytical approach to diagnose and resolve issues in unique and complex customer environments  Attempts to provide resolutions on the first interaction with customers  Handles multiple cases at the same time with varying degrees of severity  Effectively communicates procedural and technical issues to internal and external customers/stakeholders  Manages schedule of cases, determines including priority level and negotiating and setting expectations with the customers  Assesses the need to engage or escalate to the required resources to handle complex issues/situations  Engages with internal teams to prioritize customer requests  Researches on array of topics like operating system & its fundamentals, Infrastructure technologies, and client products as and when needed  Participates in the new product releases to ensure information and training requirements are met to start supporting the new release  Engages in ongoing trainings and function/organization development, along with self-learning  Creates documentation and support knowledge base to reduce troubleshooting time and drive faster resolution  Works towards becoming an SME on a product area and go to guy for an underlying related technology  Works in a team with assorted expertise  Mentors and assist new technical support engineer and peers to develop skills  Comfortable working in shifts  Multitasks and works well in a fast-paced environment

REQUIREMENTS

EXPERIENCE:  Above 4 years’ of experience in a Technical Support role, preferably application support  Managed Customers from regions such as NA, EMEA or APAC  Exposed to working shifts in nights  Handled customers on the phone  Current job includes exposure to CRM tool  Exposure to severity based models would be preferable  Exposure to Enterprise/Corporate customers preferable ABILITIES REQUIRED:  Strong customer-focus and problem-solving attitude  Ability to communicate technical information to non-technical personnel.  Keen sense of ownership of technical issues of Seclore’s enterprise customers  Ability to generate progress reports on cases owned  Good communication skill and learning attitude.  Ready to work on 24/7 support center.  Be a team player with ability to stretch (time-wise) when required  Willing to work in high-pressure environment

Apply now

We want you to form part of CATENON and our potential talent. That's why we’d like you to provide us with your email address and an updated version of your CV. Our team will contact you regarding selection processes in which your talent stands out from the rest. Our customers demand talent, and trust that we best seek it in our selection processes.

Select CV Change Remove
More Information
You can consult the terms and conditions associated with the talent registration at CATENON.