Software Support Specialist

Job Title: Junior Support Specialist / Support Specialist (based on experience)

Experience: 2 to 5 years 

About Company:

At Company, we create intelligent solutions that drives business and increase productivity. We combine industry expertise, technological capabilities and human-centred approach to help businesses evolve from thinking digital to being digital.

The Right Individual:

The ideal candidate will provide support to help customers with technical issues related to Company’s products and services. Support Specialist will offer technical support to organizations by managing, maintaining, and troubleshooting their IT systems. The specialist's duties will include addressing customer queries, suggesting solutions, and guiding users through product features and functionalities. To excel in this role, the candidate should be an outstanding communicator who can build trust with clients. Ultimately, the specialist will help establish the company's reputation as a provider of exceptional customer support.

Roles & Responsibilities:

• 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