About the role
• Taking ownership of customer issues reported and seeing problems through to resolution.
• Ask customers targeted questions to quickly understand the root of the problem.
• Resolving all customer issues in a time-bound manner. Comply with the SLA for issue resolution.
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues
in using .
• Talk clients through a series of actions, either via phone, email, or chat until they have solved a
technical issue.
• Work closely with technical teams to enhance the quality of existing products.
• Manage and monitor customers- expectations.
• Help in keeping customers extremely satisfied and thereby contributing to customer
Retention. Key Requirements:
You are part of a team responsible for ensuring the highest quality of product support by using
the latest technology and tools.
Strive for high-quality scores by working through complex issues and challenges that come with
solving support issues
Proactively act as first-line product support for customers and monitoring platform.
Effectively assess, classify, prioritize & diagnose issues in a collaborative manner among the
teams.
Handle product configuration for customer requests/issues.
Collaborate with cross-functional engineering teams.
Participate in or may lead problem resolution and cause analysis.
Qualification BE/MCA/B.Tech/BCA or equivalent skills.
2-5 years of relevant experience. Skills : Experience in maintaining /supporting java /JavaEE based product/ Web Applications.
Experience working with web application servers(Preferably Apache, Nginx Tomcat).
Experience in creating SQL queries with Mysql.
Experience in MongoDB and NoSql
Experience in Linux Environment.
Any scripting language would be an added advantage (Ex-Bash)
Exceptional Communication Coordination skills.
Experience in providing L1&L2 support.