Production Support Analyst

Role & responsibilities

• Provide Product Support for customers of Volante across globe
• Researching, diagnosing, troubleshooting and identifying solutions to resolve technical issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams based on priority and impact and following-up for rapid resolution
• Meet and exceed Customer Satisfaction, Resolution Time and Response Time SLAs
• Interact with customers via phone, email and web meetings to resolve issues and record interactions in the helpdesk system
• Willing to work in shifts

Technical Skills (Essential)

• Ability to provide step-by-step technical help, both written and verbal

Technical Skills (Desirable)

• Expertise knowledge in Application Development and Deployment
• Hands on experience in working on webservers like Tomcat, Apache etc
• Additional certification in Microsoft, Linux or similar technologies is a plus
• Hands-on experience with Windows/Linux/Mac OS environments, JIRA, GIT etc.
• Knowledge of MQ (ActiveMQ / IBM MQ) and relational databases

Other Skills

• Excellent communication skills
• Ability to ask customers targeted questions to quickly understand the root cause of the problem and provide prompt and accurate feedback to customers
• Ability to identify the issue by analyzing the application logs and to quickly reproduce the same in our environment
• Prioritize and manage several open issues at one time and ensure all issues are properly logged
• Comfortable working in a team, also with members of other teams (Development & QA) when needed.
• Ability to quickly learn new technologies, tools and environments