Technical Support Specialist

3 weeks ago

PuneNavi MumbaiThane, India ProPMO Services Private Limited Full time

Job Title : Application Support Engineer

Location : Mumbai/Pune

Experience : 0.6-2 years

Job Description :

As a Technical Support Specialist, you will be responsible for providing technical assistance to clients, ensuring the smooth implementation and ongoing usage of products. This role involves interacting closely with customers to understand their requirements, configuring systems, troubleshooting issues, and providing training. You will also play a key role in product demonstrations, offering post-sales support, and managing customer issues in line with service-level agreements (SLA).

Key Responsibilities :

Technical & Functional Support :

- Provide technical assistance to customers by troubleshooting issues, resolving queries, and offering guidance on product usage.

Product Demonstration & Implementation :

- Present product features to customers and ensure successful implementation, followed by training sessions.

Customer Relationship Management :

- Collaborate with customers to understand their needs, perform root cause analysis, and deliver timely solutions that align with customer requirements.

Web Service Configuration & Installation :

- Configure and install web services as per client requirements, ensuring optimal performance.

SQL Database Management :

- Perform SQL database backup, restore activities, and ensure the integrity of data during any operations.

Documentation :

- Utilize MS Tools for preparing product documentation, outlining features and functionality clearly for end-users.

Issue Management & SLA Compliance :

- Manage, track, and prioritize customer issues in accordance with agreed SLA terms to ensure timely resolution.

Customer Training :

- Conduct product training sessions for customers to ensure they can effectively use the product.

Key Responsible Areas (KRAs) :

Requirement Understanding :

- Comprehend customer requirements, analyze them thoroughly, and propose tailored solutions that fit their business needs.

Daily Meetings & Reporting :

- Facilitate daily touchpoints with customers to assess progress and resolve any ongoing issues or questions.

Configuration and Troubleshooting :

- Handle the configuration of web services, installations, and database-related tasks.

Issue Management :

- Track customer queries/issues, provide solutions, and escalate when necessary, adhering to the timelines defined by the SLA.

Qualifications :

Education :

- Bachelor's degree in Computer Science, Information Technology, or related fields. Alternatively, 1+ years of hands-on experience in implementation or technical support roles. (ref:hirist.tech)

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