Senior Technical Support Specialist

4 days ago

Allahabad, Uttar Pradesh, India beBeeSupport Full time ₹ 9,00,000 - ₹ 12,00,000

Alvaria employs a team of passionate individuals who are changing the face of customer engagement. Over our 40-year history we have empowered employees by creating an inspired community that values Urgency, Accountability & Results. Our ability to think big has enabled us to continually evolve and lead the market, and to stay on the forefront with exciting technologies including cloud, mobile and artificial intelligence.

Job DescriptionTechnical Support Engineer Role

This position is responsible for providing remote technical assistance and problem resolution related to Alvaria products. The successful candidate will diagnose, troubleshoot, repair, and debug complex Application issues and respond to situations where end-users have failed to isolate or resolve problems in malfunctioning equipment or software.

Main Responsibilities
  • Resolve technical issues of the Alvaria product suite for customers and partners worldwide.
  • Document and verify reported problems, troubleshoot and resolve issues using all available tools, resources, and documentation. Engage additional resources when necessary.
  • Log/report issues on our CRM, provide effective and consistent communication to customers, peers, and other teams.
  • Understand and set issue priority based upon urgency and business impact.
  • Close issues by providing quick resolutions and document technical analysis and root cause wherever applicable.
Required Skills and QualificationsTechnical Expertise
  • Familiarity with Networking, CentOs Linux, and Windows OS is essential.
  • Hands-on experience in at least two of the following technologies: Contact Center Technologies (including Automated Dialers & Telephony), Application Support, Telephony experience / SIP, XML scripting, Object Oriented Programming is required.
Additive - Nice to Have/Optional Skills
  • VXML, CCML, RDBMS, Microsoft LUIS/CLU, APIs, SMS, Cloud technologies – AWS and/or Google knowledge will be an added advantage.
  • Basic Knowledge of Salesforce Service Cloud (Salesforce Communities a PLUS) is preferred.
Work Environment and Requirements
  • Ability to work in a technical and fast-paced environment.
  • Ability to achieve KPIs on a regular basis.
  • Flexibility to work hours outside of normal shift, to meet customer needs.
  • Flexibility to work during weekends.

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