Intern - DAI Support

1 week ago


Chennai, Tamil Nadu, India CollabNet VersionOne Full time

About Us

is an industry-leading technology company dedicated to helping Global 5000 enterprises automate software delivery workflows across complex technology environments. The company's AI-powered DevSecOps platform automates software releases, improves mobile application testing and security, and provides insights across the software lifecycle. empowers large enterprises to embrace AI responsibly, reduce software-related risk, and amplify developer productivity to deliver innovations that drive business outcomes. Our mission is to unlock endless digital possibilities by harmonizing the delivery of software.

Roles and Responsibilities:

· Provide high quality 24/7 technical support of products by helping customers resolve issues, including explaining usage, debugging failures, pinpointing problems, implementing workarounds, increasing performance, improving security, and determining root causes

· Perform thorough analysis of the issue and provide customer updates within the set SLAs and response time guidelines

· Maintain availability to customers and other team members during normal working hours and be available to flex your schedule to accommodate trends in ticket volume

· Practice the 'give and take' model of knowledge and experience exchange by sharing information gained through individual training, on-sites, and other non-typical job-related opportunities with the greater team

· Work on the basis that screen sharing calls with the customer are the best way to resolve customer issues rather than email

· Consistently communicate with customers to convey the status of fixes, triage, and questions. You will ensure that customers are kept always informed.

· Support on-going efforts in defining best practice for product solutions

· Facilitate and liaise communication across internal teams and update the customers systematically

· Contribute, maintain, and improve knowledge base articles, SharePoint pages, training materials, and other repositories of information to keep it accurate, pertinent, and valuable

· Look for ways that the support team can improve our processes, communication, systems, etc., so that we can more provide more help to our customers

· Must be able to work effectively with a globally distributed team using collaborative tools such as Zendesk, Atlassian, Microsoft Office 365 suite, and Slack

· Alert management proactively about customer issues that are heading toward escalation or which require special handling

· Advocate as Voice of the Customer for our Enterprise customers, reporting and acting on observed areas for improvement

· Report customer use cases, requirements, and enhancement requests

· Characterize customer-found defects and recommend fixes

· Protect Customer intellectual property and any personal information that you may encounter during your efforts



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