Technical Support Professional

About the Job

The Technical Support Engineer will be the first level point of contact for any technical issues raised by the clients for Exterro Fusion application. Responsible for acknowledging support tickets, providing first level / UI level troubleshooting guidance, validating fix provided by engineering team and coordinating with all Technical teams / Management teams and drive the issues to closure. This position is responsible to keep the clients updated on the open issues through regular follow-up and find a fix as per the SLA / priorities respectively. Technical Support Engineer will proactively report product issues to Product management and ensure addressing the same in subsequent code fix roll out.

Responsibilities:

Bachelor's Degree in Computer Science / Information Technology / Computer Technology / Computer Applications.

3 + years of IT experience, preferably product based experience and knowledge.

Understanding of web applications and basics of SDLC.

Customer facing support / Remote desktop support experience.

Understanding of Incident Management / Change management.

Experience with customer support ticketing tools.

Exposure to Windows / Linux - desktop & server operating systems and enterprise applications suite.

Qualifications:

Flexible and adaptable to multiple shift timings.

Good analytical skill, co-ordination, interaction, communication and implementation.

Should be a team player and capable of self-learning.

Strong written and verbal communication skills - must be able to create detailed, concise reports for client and management communications.

Efficient in mail handling and conducting net meetings on the job.