Senior Software Engineer - L3 support (.NET +)
- Icertis
- 8 - 12 years
- Pune
- 7 months ago
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Job Description
Understand how the product works and how it is used by customers.
Work closely with customers to answer questions about features and capabilities of our product Interact with customers on/off-site to troubleshoot issues.
Develop knowledgebase articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.
Follow and contribute to defined CRM processes to manage customer requests efficiently.
Provide technical expertise, guidance, mentorship to team members. Participate in hiring processes.
Role may involve travel to customer locations.
The ability to coordinate, follow up, follow through and drive issues to closure proactively.
The ability to be a good listener, and to understand customer issues. Ability to provide innovative workarounds or design a solution to fix a customer s problem.
Should be able to Articulate Technical issues and solutions to customer
Provides courteous, efficient, and professional technical support by phone and email to customers across a broad range of industries.
Works beyond routine tasks, utilizing increasingly specialized knowledge of relevant ICI Solutions.
Troubleshoots intermediate to advanced problems and recommends appropriate actions.
Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways.
Provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues.
Manages customer expectations and competing priorities.
Conducts research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.
Uses written communication skills to update case documentation as well as using, modifying, and creating knowledge base articles.
Escalate issues and works directly with Engineering Groups to resolve complex support problems.
May work on customer support related projects as assigned.
Periodic weekend work will likely be required.
Willingness to work in rotational shifts.
Skills and Qualifications:
- 3+years of previous experience in an Application Support role.
- 2+ year s previous experience in an Application Development/ Sustenance engineering role.
- Development and troubleshooting skills on the Microsoft platform, with expertise in C#, ASP.NET , MVC, SQL, Stored Procedures and
- Should have supported .NET applications in the past and should be aware of .NET technology.
- Excellent troubleshooting skills with expertise in SQL Stored Procedures.
- 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.
- Prefer to have a .NET development background in past.
- Should have Application troubleshooting skills.
- Knowledge of SFDC, Workday, SAP Ariba, DocuSign, and Adobe Sign would help.
- Good knowledge of Kibana logging analysis is preferred.
- Good conceptual knowledge of SaaS Platforms such as, AWS, Azure etc.
- Basic understanding of Dashboard and analytics tool - PowerBi or Tableau is advantageous.
Job Classification
Industry: IT Services & ConsultingFunctional Area: IT Services & Consulting
Role Category: DBA / Data warehousing
Role: Database Administrator
Employement Type: Full time
Contact Details:
Company: IcertisLocation(s): Pune
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Keyskills: Application support SAP Application development Windows Stored procedures microsoft Technical support Analytics SQL CRM
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Icertis
Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered v...
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