Product Support Engineer

2 days ago

Noida, Uttar Pradesh, India Aakash Educational Services (AESL) Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Job Overview

Work with the AESL end users and provide help to the users in adopting the product. Work directly with product engineering, business analysis and DBA teams to ensure permanent resolution of issues and enhanced product.

Key Responsibilities

Responsible for complete Product Adoption across branches.

  • Participate in UAT/ OAT/ Training sessions.
  • Define master values in the system.
  • Ability to do the first level of Investigation.
  • Responsible for Product Training.
  • Doing screen shares wherever necessary with clients and getting on calls to assist them.
  • Focus on permanent resolution.
  • Focus on enhancing the product and sharing inputs for better product usage.
  • Provide support on incidents/service requests as per standard SLAs/Turnaround Times.
  • Perform additional support tasks as assigned by the Team Lead.
  • Strong interpersonal ability to interact with teams across various sites/branches and within the organization.
  • Would be the Primary escalation point for all blockages in the pipelines.
  • Diagnose issues effectively and efficiently, completing all troubleshooting steps and escalation forms, as necessary.
  • Must be able to prioritize or de-prioritize the customer incidents or requests considering business impact and urgency.
  • Responsible for maintaining SOPs
  • Continuously improves customer service, productivity, and process improvement.
  • Confers with the Team Lead/Manager daily to clarify priorities, processes, and assignments and to discuss any issues therein.
  • Willing to work in rotation during holidays/weekends. (Regular working hours are daytime business hours).
  • Responsible for handling calls and emails for issues reported by the internal team and getting the same addressed as per SLA.
  • Responsible for the Onboarding and Off-boarding process of Aakash employees in collaboration with the HR team.
  • Maintaining the sanctity of the credentials for all Products as per security norms.
  • Responsible for setup requirements across Products.
  • Maintain exchange of regular communication with cross-functional teams.

Qualification/ Experience

0-1 years of experience in an L1/L2 technical support assignment independently communicating with clients.

  • Working knowledge of SQL queries, PS Queries and Java scripts is preferred.
  • Familiar with any one ticketing tools like- Sapphire, JIRA.
  • Knowledge of Excel.
  • MCA is preferred.

Skills

  • Should have a fair knowledge of the Application Support Process and software development lifecycle (SDLC).
  • Strong oral and written communication skills.
  • Comfortable working on SQL queries.

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