BigStep Technologies - Applications Support Engineer

Job Description

Responsibilities Serve as the first point of contact for customers seeking technical assistance over the phone or email or in person. Collaborating with the team to effectively document business processes Assist in providing holistic solutions that address the challenges faced by the customer Assist the stakeholders to define user acceptance tests for new or improved business processes and IT systems. Checking and analysing derived requirements that meet the customers requests Take part in meetings with stakeholders and assist in presenting issues and solutions both verbally and in writing Tech savvy with working knowledge of office automation products, databases (RDBMS preferred) and IT related terms. Good understanding of computer systems, mobile devices and other tech products. An in-depth understanding of the software and equipment used by the customers/ organization. Taking ownership of customer issues reported and seeing problems through to resolution Ask customers targeted questions to quickly understand the root of the problem Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams Track reported issues through to resolution, within agreed time limits Properly escalate unresolved issues to appropriate internal teams (e. software developers) Provide prompt and accurate feedback to customers Ensure all issues are properly logged Prioritize and manage several open issues at one time Follow up with clients to ensure their IT systems are fully functional after troubleshooting Prepare accurate and timely reports Document technical knowledge in the form of notes and manuals Maintain good relationships with internal team and client-side stakeholders Ensuring that the appropriate documents, manuals, etc., are up to date and readily and Skills : Bachelors degree in Information Technology, Computer Science or relevant field Knowledge using Windows/Linux/Mac OS environments Good understanding of computer systems, mobile devices and other tech products Ability to diagnose and troubleshoot basic technical issues Ability to provide step-by-step technical help, both written and verbal Language proficiency in English and Hindi Logical thinker and ability to deal with difficult stakeholders Good interpersonal and Customer care skills Excellent problem-solving and communication skills (ref:hirist.tech) Show more Show less