Technical Support Engineer - Level 1

Lektronix

1 - 3 years

2 - 6 Lacs

pune

Posted:1 week ago| Platform:

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Skills Required

ticketing payroll erp automation service level excel agile workflow technical support sql

Work Mode

Work from Office

Job Type

Full Time

Job Description

Your Responsibilities:

Respond to customer product inquiries through telephone or in written internet-based email or chat sessions.
Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters., technical product expertise are critical to responding to daily customer-centric activities.
Troubleshoot problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action.
Document customer information and recurring technical issues to support product quality programmes and product development. Escalate requests and to the correct product team.
Researching the ERP database to understand problems; using SQL for queries. Manage work queues within Service Cloud to comply with Service Level commitments.
Provide functional and technical guidance to customers on new enhancements, modules, and features. Advise customers about available service(s) and assess customer needs.
Use and enhance Knowledge Management System. Build relationships with customers and internal team members such as sales, development, analyst.

The Essentials - You Will Have:

Diagnosing difficult issues with complex software configurations related to with hands-on experience 1-3 years.
Accounts Payable, Accounts Receivable and General Ledger Transactions and Reporting, Payroll Transactions, Time and Attendance Records, Expense Tracking
A bachelors degree in Business CIS or computer-related field, or equivalent experience supporting software.
Demonstrated experience troubleshooting customer escalations within a ticketing-based workflow, while achieving Service level agreement requirements
Proficient in Microsoft excel (can maintain complex spreadsheets) word Document.
Willing to work in a rotational shift including non-standard hours, depending on our needs.

The Preferred - You Might Also Have:

Fundamental knowledge of Accounting and Finance. (MBA Degree in Finance preferable)
SQL experience.

What We Offer:

Our benefits package includes

Comprehensive mindfulness programs with a premium membership to Calm
Volunteer Paid Time off available after 6 months of employment for eligible employees
Company volunteer and donation matching program - Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
Employee Assistance Program
Personalised wellbeing programs through our OnTrack program
On-demand digital course library for professional development

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