Technical Application Specialist

Role Summary/Purpose:

The Technical Application Specialist diagnoses, troubleshoots, and documents core software and data issues. This role also creates customer-facing knowledge documentation. You will be part of a group of specialists that provide support coverage primarily during US business hours. This role is a hybrid position and requires you to be at the office at least 3 times a week.

What you will be doing:

• Direct interaction with customers, assisting with the support and troubleshooting of e-commerce websites, API integrations, etc.

• Communicate with customers via phone, email, or case.

• Document calls with screenshots and detailed notes of what happened while on the call.

• Diagnose technical and/or software configuration issues.

• Troubleshoot and test solutions. Fully document and escalates if necessary.

• Follow procedures to troubleshoot client-server software application issues.

• Stays up to date with software updates and/or changes to be able to provide timely and accurate solutions to customers.

• Creates customer-facing and internal knowledge documents.

What you will likely bring:

• Bachelor s degree (or equivalent experience)

• Must have good understanding of the APIs and troubleshooting issues related to them using tools like postman.

• Basic knowledge of MS-SQL, HTML Language, SQL Server Management Studio.

• Microsoft Products, Microsoft administration, Microsoft IIS and SQL Server, including database maintenance.

• ERP application knowledge

• Basic understanding of Database Backup/Restore, MS- IIS, FTP, SMTP and Understanding on DTS

• We will highly value additional technical knowledge of network environments and/or multiple operating systems

• Understanding and adhering to escalation paths so that issues are resolved in conjunction with outlined SLAs.

• Ability to effectively communicate both verbally and in writing.

• Strong problem-solving and troubleshooting skills.

• Experience in a support environment.

• 2+ years of applicable experience and demonstrated success/knowledge.

• Any B.E. degree or a Masters / Bachelors in CS if non-engineering

What could set you apart:

• ERP application knowledge

• MS- IIS

• Basic understanding of Database Backup/Restore

• FTP, SMTP

• Understanding on DTS

Shift Timings: 5:30pm IST

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