Product Support Engineer

Location: Pune (Magarpatta), India

 
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Role

Level 1 Technical Support Engineer for the web-based products. Candidate should be highly experienced in providing excellent customer service and problem escalation/resolution.

Responsibilities

  • Acknowledgment, categorization, prioritization, tracking, and routing incidents reported by users or alarms rose by monitoring tools

  • Reproduce the problem in an environment similar to where the problem was reported and do the initial triage of the issue and provide as much detail to the 3rd Level support

  • Candidate should be able to do configuration changes, data back-load, data correction, app restart etc.

  • Provide troubleshooting and technical support via phone, web based tools and email’

  • Advise customers regarding the product's proper use and address specific user issues

  • During problem escalations, act as a liaison between customers and Level 3 support

  • Candidate should assist the customer base during deployments

Requirements

  • Good understanding of ASP.NET, SQL Server, IIS

  • Strong technical and analytical skills

  • Ability to understand application functionalities and customizations

  • Solid experience in problem analysis and resolution of software problems

  • Proven ability to function in a self-directed environment

  • Must excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success

  • Innovative thinker who is positive, proactive, and readily embraces change

  • Ability to handle clients professionally during all interfaces

  • Strong written and verbal communication skills

  • Candidate should be ready to work in 24x7 rotational shifts

Experience

  • 2+ years of experience in a technical support/help desk environment

Functional Competencies

  • We need a smart, dynamic and all-rounder resource with experience/exposure to the  IT industry.
     

If you have any questions, please direct your inquiries to careers@simplifyhealthcare.com

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