Technical Support Specialist

1 day ago


Chennai, Tamil Nadu, India Rocket Software Full time
Job Summary

We are seeking an experienced Technical Support Specialist to join our team as a Software Support Engineer. This role will provide assistance to customers with questions and problems regarding the installation, setup, configuration, and functionality of Rocket Software products.

About the Role

The successful candidate will be responsible for troubleshooting reported symptoms to aid in the resolution process either directly for the customer or to help guide the development team in providing permanent solutions.

Duties & Responsibilities
  • Able to assess customer needs and set expectations.
  • Handle moderate to complex application guidance and level II customer support and resolution for assigned product list.
  • Responsible for handling a high volume of administrative cases.
  • Verify accuracy of business impact statement as provided by the customer.
  • Perform, with limited direction, problem verification by confirming customer's environment, error messages, and symptoms of a problem.
  • Able to troubleshoot common problems.
  • Use testing tools for troubleshooting.
  • Research moderate cases using knowledge bases, documentation etc.
  • Gather information to develop reproducible cases.
  • Prepare, recommend and implement solutions.
  • Mastery of creating case tracking details for use by team members for similar/future problem resolution.
  • Accountable for team and individual results.
  • Participate in internal projects and other work as directed.
  • Self-directed learning to expand expertise of Rocket Software products.
Requirements
  • 2+ years of technical engineering support experience.
  • Preferred technical computer knowledge.
  • Bachelor of Science Degree preferred.
  • Available for some after hours, weekend and/or holiday work.
What We Offer

Rocket Software is committed to creating a diverse environment and is proud to be an equal opportunity employer. We offer a competitive salary range of $80,000 - $110,000 per year, depending on location and experience. In addition, we provide opportunities for professional growth and development, a collaborative and dynamic work environment, and a comprehensive benefits package including medical, dental, and vision insurance, 401(k) matching, and paid time off.



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