L1 Resource for Application Support

6 days ago

Gurugram Haryana, India Stefanini, Inc Full time

**Responsibilities**:

- Help resolve software and technical questions for the customer efficiently and effectively
- Gather the required information necessary in order to best handle customer query and technical inquiries
- Manage customer expectations regarding estimated response times for issue resolution
- Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations
- Extensively research and document customer technical issues
- Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.
- Partner with Technical Support team members on various inquiries when needed
- Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
- Run monitoring reports for usage, performance, and/or availability.
- Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.
- Invoice processing
- Documentation, PO Request/Management

What We're Looking For
- Bachelor's Degree in Computer Science Engineering (or related technical discipline)
- Must Have minimum 1-2 year of working knowledge of SQL, Java related technology
- Good debugging skills
- Passion to be a part of a hardworking and winning team
- Ability to multi-task in a fast paced environment
- Excellent ability to learn and articulate software-related and technical concepts
- Strong active listening skills and excellent written and oral communications skills
- Excellent Customer Service Orientation
- Strong attention to detail when communicating with customers (verbal & written)
- Ability to empathize with customers and convey confidence
- Expertise working with Microsoft Excel
- Strong documentation skills

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