Software Engineer - Customer Support (Tech.)

Job Description

Understand how the product works and how it is used by customers. Work closely with customers to answer questions about features and capabilities of our product. Interact with customers on/off-site to troubleshoot issues. Develop knowledgebase articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution. Follow and contribute to defined CRM processes to manage customer requests efficiently. Provide technical expertise, guidance, mentorship to team members. The ability to coordinate, follow up, follow through and drive issues to closure proactively. The ability to be a good listener, and to understand customer issues. Ability to provide innovative workarounds or design a solution to fix a customer s problem. Provides courteous, efficient, and professional technical support by phone and email to customers across a broad range of industries. Troubleshoots intermediate to advanced problems and recommends appropriate actions. Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways. Provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues. Manages customer expectations and competing priorities. Conducts research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned. Escalate issues and works directly with Engineering Groups to resolve complex support problems. Periodic weekend work will likely be required. Willingness to work in rotational shifts. 2+ years of previous experience in an Application Support role. 2+ years previous experience in an Application Development/ Sustenance engineering role. Development and troubleshooting skills on the Microsoft platform, with expertise in C#,ASP.NET, MVC, SQL, JQUERY, Stored Procedures Should have supported .Net applications in the past and should be aware of .net technology. Basic Application troubleshooting skills with expertise in SQL & Stored Procedures. Exposure to Windows Azure and Cloud Computing will be an added advantage. Good understanding of customer support processes and tools. Ability to follow defined processes. Good written and verbal communication skills. Knowledge of SFDC, Workday, SAP Ariba, DocuSign, and Adobe Sign would help Good knowledge of Kibana logging analysis is preferred Basic understanding of Dashboard and analytics tool as PowerBI or Tableau is adv