Customer Support Professional

Customer Support Engineer

AgileAssets, A Trimble Company, is looking for a Customer Support Engineer (CSE) to provide our clients support for the AgileAssets software solutions. In this role you will help resolve client technical issues. The CSEwill work directly with Clients,the Client Success Managers and Product team to provide ongoing technical support post implementation of the AgileAssets software. Responsibilities include identifying, analyzing, prioritizing, and resolving client support cases with suitable technical solutions that satisfy business needs and ensure long-term client success. CSEs must learn how AgileAssets software functions, how to configure our software to meet the needs of diverse clients, and to, provide effective support to enable customers to do the same and be able to communicate effectively with cross-department stakeholders within AgileAssets and Clients’ organization. This person must be knowledgeable, self-starter and enthusiastic who can rapidly learn the AgileAssets products and evoke passion in the value proposition we bring to our clients. Must adhere to and promote company values by performing duties in a manner that is consistent with being a team player.

**Responsibilities**:

- Learnhowtocontribute to the numerous facets of AgileAssets software support including software setup and configuration, installation, data conversion, integration and interfacing, system validation, and post implementation support.
- Assistincreating custom reports, defining best practices for software utilization, reporting software defects and enhancements for product development, and contributing refinements to end-user documentation.
- Ensuresaccountability and responsibility to meet customer commitments.
- Maintainclient specific SLAs in the Jira Service Desk and ensure that those are met for each customer request submitted.
- Useappropriate tools and technologies (e.g., SQL, Jasper Reports) and provide requisite data extracts
- Useappropriate tools for software code check-ins (e.g., Bitbucket, SourceTree) for software enhancements and changes into source control
- Testsoftware solutions and configuration to ensure that the client’s technical requirements are met
- Escalateextremely complex customer or product issues to Client Success Managers, cross-departmentally or to the Management/Executive level as needed.
- Staycurrent on newtechnologies and AgileAssets Software Product enhancements and design changes.
- Ability and willingness to travel to client sites as needed

Education, Knowledge and Experience
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- 2+years’experience and a demonstrated proficiency in data extraction, analysis, and scripting tools, preferably Oracle SQL.
- 1+years’experience with Business Intelligence Reporting such as Crystal reports, or Jasper Reports
- 2+years’experience as a support analyst or technical consultant
- KnowledgeofSaaS,enterprise systems, CRM and ERP preferred
- Experience in Incident and Problem management
- Experience working with a help desk tool such as Jira Service Desk or Salesforce is a must -Knowledgeofsource control code processes and ability to use git, bitbucket and related tools for code check ins.
- Proficiency and hands-on experience with programming, scripting languages, web services or API, and relational databases
- Excellent interpersonal, written, and oral communication skills
- Ability to work well with all levels of an organization
- Self-motivated, energetic and Proactive in nature with a desire to work in a fast paced environment

Pay: ₹15,722.35 - ₹60,026.87 per month

Schedule:

- Day shift

**Education**:

- Bachelor's (required)

**Experience**:

- Oracle SQL: 3 years (required)
- Customer service: 3 years (required)

**Language**:

- Hindi (preferred)
- English (preferred)

Work Location: Remote