Uniphore - Associate Technical Support Engineer (1-3 yrs)

Roles and Responsibilities :

- Enabling customer success through a superior customer service experience.

- A seasoned Sr. Product Specialist who can handle critical escalation, be front face of customer interaction and cross functional teams

- Be an effective advocate for the customer and deliver an excellent customer experience.

- Extend help and Mentor Product Specialists in L2 team.

- Provide directions to team technically (Application/Database related issue), perform RCA and data analysis.

- Experience working with Global teams.

- Proficient in escalation management, release management, change management, data analysis and solution design.

- Available to drive & solve P1/P2 issues/situations.

- Monitor and present SLA adherence, Customer KPIs, resource utilizations.

- Should continuously share knowledge to junior team members and perform periodical checks & contribute to process improvements.

- Plan, execute and track product releases and enhancements.

- Focus on customer satisfaction, technical proficiency, timeliness of support delivery and understanding customer needs around speed, quality, and value.

- Collaborate with Customer Success team and drive support excellence initiatives to enhance customer's support experience.

- Prepare business continuity plan from support delivery perspective.

- Ensure team members develop their professional skills through active participation in relevant events, training, mentoring and communities.

Desired :

Experience/Target Industries/Domain : 3-5 Years (Band 1)

- Strong hands on Linux flavored operating system (RHEL, CentOS, Ubuntu)

- Well versed in supporting Product/Applications built on Preferably java based.

- Should be strong in SQL/PLSQL advanced troubleshooting skill on database like Postgres/Mongo DB, MS SQL Server.

- Experience in Cloud Lifecycle Management, client-server systems, Application Lifecycle Management and Customer Management. Ex: AWS, Azure or GCP

- Good experience in Contact Center Operations, ChatBot Apps

- Domain knowledge in BSFI, Telecom, Retail, health care etc. domains

- Experience in AI conversational analytics/Data Analytics, Data Visualization tools eg. Tableau

- Hands-on experience in working with support groups (including remote team), and 24x7 support operations.

- Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization

- Identify cases based on data analysis, customer interactions, customer's process and operational output or gaps to derive opportunities for Customer Success teams for drive business growth.

- Experience is executing multiple projects and deliver services across geographies in collaboration with multiple stakeholders internal and external.

- Extensive experience in conflict management, operations management, solution design, people management.

- Hands-on experience in designing and executing service improvement and continual service improvement programs.

- Technical expertise in scripting knowledge, virtualization technologies, Cloud platforms, automation, and monitoring tools.

Essential Certifications and Qualifications :

- Bachelor's or Master's in Computer Science, Information Technology or comparable fields.

Degree of Travel Required : 10-20%