Technical Support Professional

7 days ago

Alleppey, Kerala, India beBeeCareer Full time ₹ 7,38,000 - ₹ 10,95,000
Job Description

As a Technical Support Engineer, you will be responsible for providing remote technical assistance to customers and partners worldwide. You will diagnose, troubleshoot, repair, and debug complex application issues related to our software.

You will respond to situations where end-users have failed to isolate or resolve problems in malfunctioning equipment or software.

Key Responsibilities
  • Resolve technical issues of the Alvaria product suite for our Customers and Partners around the globe.
  • Document and verify reported problems. Troubleshoot and resolve issues utilizing 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 Qualifications
  • Mandatory hands-on experience in the following technologies:
  • Networking
  • CentOS Linux
  • Windows OS
  • Mandatory hands-on experience in minimum of TWO to THREE from the below:
  • Contact Center Technologies (including Automated Dialers & Telephony)
  • Application Support
  • Telephony experience / SIP
  • XML scripting
  • Object Oriented Programming
  • Secondary - Nice to have/Optional Skills to stand out:
  • VXML
  • CCML
  • RDBMS
  • Microsoft LUIS/CLU
  • API's
  • SMS
  • Demonstrated ability to learn complex software tools quickly.
  • Strong customer service, problem-solving, documentation, and teamwork skills.
  • Contributes to team effort by accomplishing related results as needed.
  • Having good logical reasoning, analytical skills, thrive to learn and engage in additional responsibilities whenever needed.
  • Strong customer communication skills (verbal and written), including passing an English proficiency test.
  • Cloud technologies – AWS and/or Google knowledge will be an added advantage.
  • Basic Knowledge of Salesforce Service Cloud (Salesforce Communities a PLUS).
Benefits
  • 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.
  • Technical Certifications and second or third language a plus but not mandatory.
Others

Alvaria is an equal opportunity/affirmative action employer with a strong commitment to diversity. In that spirit, we are particularly interested in receiving applications from a broad spectrum of people, including women, minorities, individuals with disabilities, veterans, or any other legally protected group.

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