Software Support Specialist

2 months ago

Mumbai, India Amdocs Full time

In one sentence

Responsible for providing outstanding technical support to a global customer base.

Keeps ownership for the resolution of complex technical problems, including debugging, simulations, locating bugs, tool and script development for problem diagnosis, troubleshooting and reproduction.

What will your job look like?

Customer Support: Respond to customer inquiries, troubleshoot technical issues, and provide solutions via email, phone, or other communication channels. Manage incidents using CRM system and ensure adherence to SLA. Technical Troubleshooting: Investigate and resolve complex customer problems by analysing software and hardware configurations, conducting tests, and debugging issues. Incident Management: Take ownership of customer-reported incidents, follow established procedures, and escalate cases to the appropriate teams when necessary. Documentation: Create detailed and accurate technical documentation, including troubleshooting guides, knowledge base articles, and FAQs. Collaboration: Collaborate with cross-functional teams, including SME, DBA and project delivery teams to identify and resolve customer issues and improve product functionality. Product Knowledge: Stay up-to-date with the company's Helix products suite and services, new features, and enhancements to provide accurate and timely support. Training and Mentoring: Assist in training and mentoring L1 support engineers, sharing knowledge, best practices, and troubleshooting techniques.

All you need is...

Technical Expertise: Strong understanding of computer systems, software applications, networking, and troubleshooting methodologies. Knowledge of Linux/Unix systems advance commands, Good knowledge of SQL / Databases (oracle/Hadoop) is mandatory. Knowledge of troubleshooting of web services and tools like fiddler, Wireshark, tcpdump, postman etc. is required. Experience with Monitoring tools like Grafana, Nagios is also a definite plus. Customer Service: Excellent customer service skills with the ability to empathize and communicate effectively with customers of varying technical abilities. Previous Experience: 3 to 8 years’ experience in technical customer support, help desk, or a related field is preferred. BE/B.Tech or equivalent degree in Computer systems or relevant streams. Certifications: Relevant certifications in areas such as Linux/Unix, SLQ, and networking or any other software applications, or specific technologies are a plus. Industry Knowledge: Familiarity with the telecom industry and market trends related to the similar OSS products or services is desirable

Why you will love this job:

Get a chance to gain valuable experience and wide knowledge of Software integrative systems Get the opportunity to be exposed to advance marked technologies and working with multi channels and divers area of expertise

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