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ASG Technologies
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Associate Technical Support Engineer

Associate Technical Support Engineer

ASG Technologies

2 - 7 years

1 - 4 Lacs

Pune

Posted:3 days ago| Platform:

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Skills Required

Training Administration Technical Support Associate Usage Compliance Testing tools Genetics Customer support Research Troubleshooting

Work Mode

Work from Office

Job Type

Full Time

Job Description

The Associate Technical Support Engineer assists Rocket customers with questions and problems regarding the installation, setup, configuration and functionality of Rocket Software products- The Engineer will troubleshoot reported symptoms to aid in the resolution process either directly for the customer or to help guide the development team in providing permanent solutions- The Engineer will typically work as part of a team with limited direction

Essential Duties & Responsibilities

Able to assess customer needs and set expectations

Handle moderate to complex application guidance and level II customer support and resolution for assigned product list

Responsible for handling a high volume of administrative cases

Verify accuracy of business impact statement as provided by the customer

Perform, with limited direction, problem verification by confirming customer s environment, error messages, and symptoms of a problem

Able to troubleshoot common problems

Use testing tools for troubleshooting

Research moderate cases using knowledge bases, documentation etc-

Gather information to develop reproducible cases

Prepare, recommend and implement solutions

Mastery of creating case tracking details for use by team members for similar/future problem resolution

Accountable for team and individual results

Participate in internal projects and other work as directed

Self-directed learning to expand expertise of Rocket Software products

Contributes to training content, as necessary

Act as the go-to Technical Support Engineer for Technical Support Technicians

Assist other Support Engineers at different levels

Write collateral at an appropriate level

Contributes to training

Experience & Qualifications:

2+ years of technical engineering support

Preferred technical computer knowledge

Bachelor of Science Degree preferred

Available for some after hours, weekend and/or holiday work

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Associate Technical Support Engineer