App support specialist | L2 support

Job Description

Woking experience should have 4-8 years o f experience preferably in IT support projects. Flexibility to work in 24*7 shift Handle and solve support issues from our customers and client that relate to the technical behaviour of products. Meeting SLAs and other customer satisfaction targets To ensure all calls meet the targets for resolution, escalation, documentation & completion. Escalate support issues when needed To report problems in a timely fashion Keep up to date with new functionality in our products, keep abreast of new technologies Create documentation such as FAQs, Best Practice guidelines, Internal Tips & Tricks and Knowledge Base documents. Basic knowledge of Salesforce will be an added advantage. Analytical – Analysis of issue should be done keeping in mind the reporter of the issue, so that one goes in the right direction. DB knowledge - Should know about basic query writing including joins and unions; basic knowledge of stored procedure and functions (knows to dry run with dummy parameters) CRM* - Should be familiar with CRM. Excel* - Should have basic knowledge in working with excel sheets. Communication – Communication should be clear and confident, to be able to interact directly with client and users Testing – Should be familiar with manual testing. Show more Show less