Senior Software Engineer - Customer Support (Tech)
- Icertis
- 4 - 8 years
- Pune
- 8 months ago
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Job Description
Role & responsibilities
- Understand how the product works and how it is used by customers.
- Interact with customers on/ off-site to troubleshoot issues, provide workarounds by leveraging your software development skills.
- Understand and fulfill enhancement requests received via customer use-cases.
- Develop knowledge base articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.
- Provide technical expertise, guidance, mentorship to team members. Participate in hiring processes.
- Follow and contribute to defined CRM processes to manage customer requests efficiently.
- Provide hot fixes, patches and upgrade deployment support in production and staging environments and work closely with customers to schedule and test.
- Define and track bugs for Development, and offer innovative ideas to improve product quality.
- Work practicing agile methodologies, follow best coding practices and ensure quality & timely delivery.
- Role may involve travel to customer locations.
- Should be open to work for EST /PST shifts ( 5:30PM IST or 9:30PM IST onwards)
Qualifications
- 5+ years of previous experience in an Application Development/ Support or sustaining engineering role.
- Development and troubleshooting skills on the Microsoft platform, with expertise in C#, ASP.NET, MVC, SQL, Stored Procedures and JavaScript.
- Exposure to Windows Azure and Cloud Computing will be an added advantage.
- Deep understanding of customer support processes and tools. Ability to follow defined processes.
- Outstanding written and verbal communication skills.
- The ability to be a good listener, and to understand customer issues. Ability to provide innovative workarounds or design a solution to fix customer's problem.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: IcertisLocation(s): Pune+ View Contact
Keyskills: Technical Support .Net Troubleshooting SQL Bug Fixing Debugging Support Services
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Icertis
This is a manufacturing, Trading and Retail Sales Company.\r\nProducts: Door, Chokhat, Plywood, Board etc.
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