Level 1 Technical Support Engineer for the web based products.Candidate should be highly experienced in providing excellent customer service and problem escalation/resolution.
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.
Good understanding of ASP.NET, SQL Server, IIS
Strong technical and analytical skills
Ability to understand application functionalities, 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.
2+ years of experience in a technical support/help desk environment