Posted:-1 days ago|
Platform:
Work from Office
Full Time
Monitor application health status closely (since it s Oil and Gas project, need to monitor customer assets (oil wells) closely. If noticed any issues with the assets, immediately take necessary action to fix the issue).
Prioritize the issue (P1, P2, P3 and P4).
Able to work on multiple projects/applications at the same time.
Coordinate with multiple teams during P1/P2 issues for resolving the issue ASAP.
Help resolve application issues for the customer efficiently and effectively.
Manage customer expectations regarding estimated response times for issue resolution.
Resolving the issues through Phone, chat and email communication channels. (Understanding of US English accent must)
Meet SLAs like response and resolution times by partnering within L1, L2 and L2 Support organizations.
Extensively research and document customer technical issues.
Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.
Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
Document solutions for knowledge-base.
ITIL knowledge for Incident & Change management.
Awareness of HTML & XML as WITSML & PRODML are kind of HTML language (basic understanding of HTML will be useful).
Knowledge in Angular JS
Rarr Technologies
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