L1 Resource for Application Support

5 months ago


Gurugram Haryana, India Stefanini, Inc Full time

**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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