Job Listing

JOB DESCRIPTION

Responsibilities

• Responsible for the triage of customer reported issues, identifying, documenting and configurating recommendations of software defects within SLA timelines.
• Work closely with product and engineering teams to provide detailed problem descriptions of customer incidents.
• Participate in the configuration, enhancement, and testing phases associated with software changes.
• Implement and support of master data management solutions.
• Ensure customers have a positive experience by driving timely first response, customer updates and support resolutions.
• Ensure proper documentation of assigned incidents, including internal and external communications.
• Responsible for taking resolved customer issues and curating them into a knowledge base system to allow customers to self-serve.
• Respond to and resolve client incidents via Jira, Salesforce Service Cloud, email, telephone, WebEx, Microsoft Teams, with end-to-end responsibility.
• Responsible for periodic after hours on call support for critical issues.

Requirements

• Candidate must possess at least a Bachelor’s Degree, Post Graduate Diploma, Professional Degree in Information Technology, Computer Science, Mathematics or equivalent;
• 5+ years for Senior Support Consultant and 3-5 years for Support Consultant of working experience in delivering solution support or solution implementation is required for this position.
• Expert technical experience in diagnosing, troubleshooting, solving code errors, and fixing bug issues within the software applications.
• Expert understanding of software development with good technical skills including knowledge in software technologies like .Net, Java, PL/SQL, Perl or Shell
• Expert knowledge of IT Service Management Tools (Salesforce, ServiceNOW, JIRA, ADO, etc.) to manage Customer Service Management engagements
• Expert proficiency in writing and verbal communication to stakeholders in English.