Software Support Engineer
Job Description
Education: B. Tech/MCA in Computer Science or Information TechnologyExperience: 1-3 Years
As a Customer Support Engineer you will be providing support to customers in isolating, diagnosing, reproducing and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills and be someone who embraces challenges.
Job Responsibilities
Managing cases, requests and enhancements using online Ticketing tools and support processes
Client-facing experience
Excellent Written and verbal skills; excellent phone manner
Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situations.
Able to work independently, responding to customer issues and driving them to resolution without supervision
Logical approach to problem solving.
Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
Maintain good relationships with teammates and customers with quality interpersonal skills.
Providing a high level of service to our customers and adhering to our strict SLAs for response and restoration times
Problem determination, workaround resolution, root cause analysis, major incident management
Additional responsibilities include:
Taking ownership of technical issues, and working with our DevelopmentImplementation group to resolve more advanced issues when necessary
Documenting troubleshooting and problem resolution steps
Providing assistance and cover for other team members where required
Availability in off hours for meeting when needed
Availability to work in night very rarely
Desired Skills
Sound knowledge of SQL writing, Oracle or similar databases
Sound knowledge of Windows/Linux Unix-based platform
Working knowledge of XML, XSL,XSD
Working Knowledge of Web Services
Working knowledge on SSL
Working knowledge any Support Ticketing tool or JIRA
Maintain and document customer interactions in our case tracking tool
Be an effective advocate for the customer and deliver an excellent customer experience
Soft Skills:
Strong written and oral communication skills Strong written and oral communication skills
Experience in dealing with customers
Accomplished team player
Good analytical and problem-solving skills
Self-motivated, innovative, and organized
About Adeptia
Adeptia believes business users should be able to access information anywhere, anytime by creating data connections themselves, and its mission is to enable that self-service capability.
Adeptia is a unique social network for digital business connectivity for citizen integrators to respond quickly to business opportunities and get to revenue faster. Adeptia helps Information Technology (IT) staff to manage this capability while retaining control and security.
Adeptia s unified hybrid offering with simple data connectivity in the cloud, and optional on-premises enterprise process-based integration provides a competitive advantage to 450+ customers, ranging from Fortune 500 companies to small businesses.Headquartered in Chicago, Illinois, USA and with an office in Noida, India, Adeptia provides world-class support to its customers around-the-clock.
For more, visit www.adeptia.com
Our Locations:
India R&D Centre: Office No. 56/2, 6th Floor, The Corenthum Tower B, Sector 62, NOIDA 201301, INDIAUS Headquarters: 343 West Erie, Suite 440, Chicago, IL 60654, USA