L1 Application Support Engineer

1 month ago

Kolkata, India Blue Copper Technologies Pvt Ltd Full time

Position-L1 Application Support Engineer

Experience-2-3 Years

Location-Kolkata


JOB DESCRIPTION

We are looking for a technical support engineer to provide technical and operational support to our customers.

 

Qualifications


  • BTech in Information Technology (IT), Electrical Engineering (EE), Mechanical Engineering (ME), Bachelor of Computer Application (BCA) or equivalent


Skills:

  • Good communication and presentation skills in English
  • Should be comfortable to work in Evening and Night Shifts
  • Fair understanding of any flavor of Linux (Preferable)
  • Fair understanding of SQL and RDBMS
  • Experience in utilizing issue tracking and management software is essential
  • Additional knowledge of cloud computing would give added advantage


Responsibilities:

  • Provide exceptional technical support to customers by troubleshooting issues, diagnosing problems, and implementing solutions. This includes analyzing logs, system configurations, and other relevant data to identify the root cause of the problem
  • Gain a deep understanding of our products and their functionalities to effectively assist customers on how to use the products effectively.
  • Gain a thorough grasp of the industry our products serve in order to better understand and meet the needs of our customers.
  • Creating and maintaining documentation such as knowledge base articles, FAQs, and troubleshooting guides to help users resolve common issues independently.
  • Build strong relationships with customers through clear, concise, and professional communication. 
  • Proactively gather and analyze User feedback to identify areas for improvement and enhance the customer experience. 
  •  Working closely with other teams to escalate unresolved issues to higher-level support teams and resolve complex issues, provide feedback on product improvements, and contribute to ongoing product development.
  •  Contribute to the development and implementation of strategies to improve customer support processes. 
  •  Actively participate in knowledge sharing initiatives to train new team members and keep everyone informed. 
  •  Create clear, concise, and accurate reports and documentation to track customer interactions and support activities.

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