Application Support Engineer

Mumbai, Maharashtra (India)
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Application Support Engineer

IT & Telecommunications

Mumbai, Maharashtra (India)




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


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

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