Senior Technical Support Technician

Key Responsibilities:

• Utilize your problem-solving skills to resolve complex customer queries.
• Provide exceptional support by adhering to processes and using established best practices to achieve key performance indicators and meet agreed-upon Service Level Agreements (SLAs)
• Ensure timely, accurate, and complete documentation of issues in tracking system
• Satisfy internal and external customer demands and needs in a timely manner by ensuring the customer is continually updated on the progress of their issue with clear action plans and timelines
• Develop in-depth product knowledge and expertise for your designated products, including a deep understanding of functionality and architecture
• Triage and resolve issues effectively by researching, troubleshooting, and identifying the root cause by using solid problem-solving skills
• Think critically to troubleshoot complex issues for customers while demonstrating speed and accuracy
• Collaborate and communicate with both internal peers and key stakeholders to progress customer issues, using verbal and written communication phone, email, case tracking system and remote collaboration tools
• Utilize internal tools to replicate customer configurations and scenarios to advance cases
• Log product deficiencies and work with Engineering to pursue acceptable resolutions
• Support peers and contribute to team readiness
• Practice knowledge-centered service by creating, updating, and sharing of knowledge base articles
• Consistently and effectively communicate with management to ensure issues areescalated and resolved
• Participation in an on-call rotation is required to provide occasional after-hours support
• Take on additional duties and responsibilities as needed

Qualifications:

• Proficient in English, with strong verbal and written communication skills.
• Ability to multitask and achieve goals in a fast-paced, metrics-driven environment.
• 5+ years of experience in technical support working with enterprise size applications and client/server and/or Web Based technologies preferred
• Strong knowledge of SQL scripting, database experience with MS SQL as well as leveraging SQL based tools and design.

• Shift timings: 6:30pm to 3:30pm (rotational)

  (cab both ways, night shift allowance)