Oostelijke Onderneming LLP - Eastern Enterprise BV

Job Role:- Principal Accountabilities: Provide first-line technical assistance to the support team and customers via phone, email, and chat. Diagnose and troubleshoot software and application issues, ensuring timely resolution and minimal downtime. Analyze application logs, identify errors, and promptly alert stakeholders with recommended actions. Maintain accurate and comprehensive records of all support interactions and resolutions using CRM tools such as ZOHO. Collaborate with the product and engineering teams to escalate complex issues and ensure root cause resolution. Keep up to date with the latest product features, system updates, and known issues to improve support effectiveness. Participate in testing and validation of bug fixes and feature rollouts from a support perspective. Demonstrate urgency in addressing critical issues and maintain a customer-first attitude. Job Responsibilities: Actively communicate with internal and external users to resolve technical queries. Provide technical assistance to the support team via phone, email, and chat. Diagnose and troubleshoot application issues related to the product and guide users through step-by-step solutions. Use SQL queries to fetch and analyze data for debugging or reporting purposes. Access and inspect remote servers to check system health, monitor services, or pull necessary information. Use Postman or similar tools for executing and validating APIs. Support monitoring activities related to server and application performance and share insights with relevant teams. Regularly verify application logs to identify issues, and raise timely alerts to stakeholders. Maintain accurate documentation of known issues, workarounds, and standard operating procedures. Collaborate with the development and QA teams during feature releases and updates. Use CRM tools like ZOHO to maintain detailed records of customer interactions, problems, and solutions. Collaborate with the support team to escalate complex issues and inform stakeholders. Stay up to date on new product features and system changes to enhance support quality. Take ownership of reported incidents and drive them to resolution or escalate when necessary. Have basic knowledge of IIS (Internet Information Services) for reviewing site bindings, checking app pool status, and identifying deployment-related issues. Responsibilities towards Information Security: Participate in effective implementation of ISMS. Contribute to the risk assessment conducted for the relevant function or process or department. Make themselves aware about ISMS and attend awareness training.. Adhere and follow ISMS policies and procedures as laid down by Organization. Report risks and weaknesses to Directors or MR - Information Security or ISMS team. Report information security events and incidents to respective authority. Contribute towards achievement of information security objectives and goals. Participate in timely closure of corrections and corrective actions for all non-conformities arising out of audits. Candidate who worked on product support with knowledge of SQL server and SQL queries What will you work with: Database : SQL Server (2017 and above) Queries : Strong command over SQL including joins, groupings, and data retrieval Tools : Postman, Remote Desktop/Server Access, SQL Profiler Basics of reading and interpreting C#.NET code for error tracing Familiarity with Visual Studio 2022 (read-only or debugging use cases) CRM Tools : Zoho Minimum Qualification: UG : B.Tech/B.E. - Computers, B.Sc. Computers, Diploma IT Experience : 2-3 years in a technical support/helpdesk support role