Production Support Analyst

1 week ago

Chennai, Tamil Nadu, India Volante Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Role & responsibilities

  • Provide Product Support for customers of Volante across globe
  • Researching, diagnosing, troubleshooting and identifying solutions to resolve technical issues
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams based on priority and impact and following-up for rapid resolution
  • Meet and exceed Customer Satisfaction, Resolution Time and Response Time SLAs
  • Interact with customers via phone, email and web meetings to resolve issues and record interactions in the helpdesk system
  • Willing to work in shifts

Technical Skills (Essential)

  • Ability to provide step-by-step technical help, both written and verbal

Technical Skills (Desirable)

  • Expertise knowledge in Application Development and Deployment
  • Hands on experience in working on webservers like Tomcat, Apache etc
  • Additional certification in Microsoft, Linux or similar technologies is a plus
  • Hands-on experience with Windows/Linux/Mac OS environments, JIRA, GIT etc.
  • Knowledge of MQ (ActiveMQ / IBM MQ) and relational databases

Other Skills

  • Excellent communication skills
  • Ability to ask customers targeted questions to quickly understand the root cause of the problem and provide prompt and accurate feedback to customers
  • Ability to identify the issue by analyzing the application logs and to quickly reproduce the same in our environment
  • Prioritize and manage several open issues at one time and ensure all issues are properly logged
  • Comfortable working in a team, also with members of other teams (Development & QA) when needed.
  • Ability to quickly learn new technologies, tools and environments

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