V Group

4 weeks ago

PuneBhopalMP, India V Group Consultancy Services Pvt Ltd Full time

About V Group:

V Group Inc., an IT-based solution entity based out of New Jersey.

With multiple offshore sites (Pune and Bhopal) in India.

With offerings ranging from IT infrastructure to Product development, V Group Inc provides a compliant service in numerous industry sectors while maintaining structure, stability, and core values.

Current business groups include e-commerce, Digital, Professional services, IT projects, and Products.

Join our team of innovative technical and business-savvy people; with a passion for creating solutions

When you join @V Group you're joining a company that values career development, collaboration, innovation, and inclusiveness.

We want employees to feel proud about being part of a company that is committed to doing the right thing.

You'll have the opportunity to grow your career while developing personally and professionally through various resources and programs.

JOB SUMMARY:

- Position Title: Software Support Engineer (L2)

- Job Location: Pune, Bhopal (Currently remote)

- Experience: 4+ years of relevant experience

- Job Timing: 6pm -3am IST

- Preferred Industry- IT-Software, Software Services.

Please Note: We are looking for candidate with Immediate availability those who can join us within a week.

PERKS & BENEFITS:

- Best in Industry Salaries (we run market surveys regularly)

- Periodic Performance Bonuses

- Hybrid Work culture

- Equal Opportunities

- Health Insurance and Personal Accident Insurance

- Gym Memberships

- Certification Reimbursement Programs

- US Based Projects

- Opportunities of US / Onsite Visits

- Quarterly Evaluation and Appraisal Mechanism

Job Description:

We are seeking a talented L2 Software Support Engineer to join our dynamic team and provide exceptional support for our products targeting the USA market.

The ideal candidate will possess a blend of technical expertise, strong communication skills, and a customer-centric attitude.

Key Responsibilities:

1. Client Communication:

- Interface directly with USA clients, demonstrating excellent communication skills and a customer-focused approach.

- Respond promptly to client inquiries via email, phone, or ticketing system.

2. Technical Support:

- Handle escalated technical issues from Level 1 support, performing in-depth analysis and troubleshooting.

- Utilize log analysis and other diagnostic tools to identify and resolve software issues promptly.

3. Ticket Management:

- Manage tickets efficiently, adhering to SLAs (Service Level Agreements) and ensuring timely resolution of client issues.

- Maintain detailed records of all support activities and resolutions.

4. Product Lifecycle Knowledge:

- Demonstrate a solid understanding of product lifecycles and versioning, contributing insights for continuous improvement.

5. Collaboration:

- Serve as the primary technical liaison between clients and the development team, conveying issues and insights effectively.

- Collaborate with the development team to address complex technical issues and implement solutions.

6. Test Creation and Execution:

- Develop comprehensive test cases, including aptitude tests and email writing exercises, to ensure product quality.

- Execute tests and analyze results to validate software functionality and performance.

7. Technical Skills:

- Proficient in shell scripting for automation tasks and system administration.

- Experience with stored procedures and job scheduling for database management.

- Strong understanding of software development processes and methodologies.

Required Skills and Qualifications:

- Excellent communication skills, with the ability to interact professionally with USA clients.

- Solid technical background with expertise in log analysis, troubleshooting, and issue resolution.

- Experience in handling and prioritizing tickets, adhering to SLAs.

- Strong understanding of software development lifecycles and product management principles.

- Proficiency in shell scripting, stored procedures, and job scheduling.

- Ability to create and execute comprehensive test plans.

- Bachelor's degree in Computer Science, Engineering, or related field preferred.

- Prior experience in a similar L2 support role for the USA market is highly desirable.

(ref:hirist.tech)

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