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Software Engineer - Customer Support (Tech.) @ Icertis

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 Software Engineer - Customer Support (Tech.)

Job Description

  • 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)
  • 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 customers problem.

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: Engineering - Software & QA
Role Category: Software Development
Role: Back End Developer
Employement Type: Full time

Contact Details:

Company: Icertis
Location(s): Pune

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Keyskills:   Automation Coding Javascript Agile Application development Windows Stored procedures microsoft SQL CRM

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Icertis

This is a manufacturing, Trading and Retail Sales Company.\r\nProducts: Door, Chokhat, Plywood, Board etc.