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Sutherland Global Services Inc
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Associate - Technical Support Advisor

Associate - Technical Support Advisor

Sutherland Global Services Inc

3 - 4 years

5 - 6 Lacs

bengaluru

Posted:-1 days ago| Platform:

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Skills Required

escalations product support configuration customer service sla networking root cause analysis customer support technical support technical marketing service desk application support desktop support troubleshooting technical documentation

Work Mode

Work from Office

Job Type

Full Time

Job Description

Provide technical product support to customers, resellers, and partners

Provide configuration help, troubleshooting and best practice advice to customers

Manage cases in our customer support tools to ensure issues are assigned, tracked, escalated, and resolved within SLA targets

Provide problem diagnosis and root cause analysis for technical issues

Publish Knowledge Base articles for internal and customer audiences

Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.

Participate in on-call support 24x7 rotation as assigned.

Work towards the team s success we win together

Requirements:

Typically requires proven knowledge of Windows or Linux Server management experience

Knowledge of Email systems and Networking experience in a technical support/help desk environment

Proven understanding of email, TCP/IP, HTTP, SSH, DNS, SMTP, FTP, LDAP, Linux, MySQL & Exchange

Ability to independently troubleshoot software applications and complex distributed system environments involving multiple configurations and protocols

Solid experience in problem analysis and resolution of software problems

Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success

Ability to handle clients professionally during all interfaces

Proven experience hosting WebEx or other remote hosting tools for customer troubleshooting sessions

Strong written and verbal communication skills

Candidates should be flexible working evening and weekend shifts

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Sutherland Global Services Inc

Business Process Outsourcing

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Associate - Technical Support Advisor