L1 Resource for Application Support
7 months ago
**Responsibilities**:
? Help resolve software and technical questions for the customer efficiently and effectively
? Gather the required information necessary in order to best handle customer query and technical inquiries
? Manage customer expectations regarding estimated response times for issue resolution
? Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations
? Extensively research and document customer technical issues
? Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.
? Partner with Technical Support team members on various inquiries when needed
? Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
? Run monitoring reports for usage, performance, and/or availability.
? Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.
? Invoice processing
? Documentation, PO Request/Management
What We're Looking For
? Bachelor's Degree in Computer Science Engineering (or related technical discipline)
? Must Have minimum 1-2 year of working knowledge of SQL, Java related technology
? Good debugging skills
? Passion to be a part of a hardworking and winning team
? Ability to multi-task in a fast paced environment
? Excellent ability to learn and articulate software-related and technical concepts
? Strong active listening skills and excellent written and oral communications skills
? Excellent Customer Service Orientation
? Strong attention to detail when communicating with customers (verbal & written)
? Ability to empathize with customers and convey confidence
? Expertise working with Microsoft Excel
? Strong documentation skills
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