Associate Support Engineer
- Precisely
- 0 - 1 years
- Kolkata
- 5 months ago
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Job Description
Associate Support Engineer is responsible for providing first level support for Precisely products to its customers. It is a customer facing role, you need to be passionate towards serving customers, troubleshooting, and finding solutions.
WORKING HOURS & OFFICE -
- Bengaluru - Hybrid
- ~9 hours shift (flexible to work in shifts)
- 24x5 Weekdays
- On-call - Weekends
What you will do:
- Receive telephone calls and emails from English-speaking customers/partners concerning technical issues. Open Support cases for each call and update cases in the call tracking system on a consistent basis.
- Take ownership of customer/partner inquiries and gather and analyses appropriate diagnostic information. Follow up consistently with customers/partners as promised/agreed upon and subject to published service level agreements (SLAs).
- Escalate internally when necessary and follow through on all commitments. Understand the Severity of the issue and follow the internal escalation paths in a timely manner. Provide escalation assistance.
- Keep customers/partners informed of how and when problems are resolved within the severity levels timeframe, always communicating in a professional manner both verbally and in written form.
- Provide the customer/partner all the steps taken to resolve the incident.
- Assist internal resource such as pre-sales or services engineers during product demonstrations, installations, machine upgrades and product upgrades remotely over the telephone and via E-mail.
- Interface with development staff to test and resolve customer/partner issues. Interface with Product Management foe enhancements request.
- Compose FAQ s, document solutions, and knowledgebase items. Review of knowledgebase documentation prior to publication.
- Interface with Support teams in EMEA, APAC and the USA and with teams in the wider Precisely family.
- Develop new skills in the company s technical community.
- Extend knowledge to be able to support additional Precisely products and technologies.
- Individual should be comfortable working in any shifts (incl. night shifts) based on business need.
- Other duties may be assigned.
What we are looking for:
- Ideally, a degree or equivalent from any recognized academic institution is necessary.
- Computer savvy. Proficient and knowledgeable in working on a laptop/desktop.
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- 0-1-year intern/project experiences in some or all of the technologies listed in Preferred requirements section.
- Self-learning abilities with a combination of self-study/e-learning and hands on training.
- Very good communication skills, proficient in English language.
- Customer centric mind-set and attitude to help/serve others.
- Good troubleshooting skill to analyze technical problems, find root cause and drive resolution.
- Individual to demonstrate professional ethics and values that are move aligned to Precisely.
- Technical knowledge on any or all is required: Operating systems like Linux/Unix/AS400/AIX/Mainframe, Databases: Oracle, MS SQL, Cloud platform: Google, AWS, Azure, SAP.
- Coding knowledge in Java, C, C++, C#, Python will be essential; Networking and security knowledge are very good to have for some of the product support.
- Good to have knowledge or experience on Sterling B2B Integrator or Sterling File Gateway.
Job Classification
Industry: MiscellaneousFunctional Area / Department: Engineering - Software & QARole Category: DBA / Data warehousingRole: Database AdministratorEmployement Type: Full timeContact Details:
Company: PreciselyLocation(s): Kolkata+ View Contact
Keyskills: Unix Aix C++ SAP Networking Linux Presales Troubleshooting Oracle Product support
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