Senior Technical Support Engineer

Working Timings:

Ready to work as per eastern shift timings, (5:00 PM to 2:00 AM IST)

Work from office - Hyderabad location.

Responsibilities

Manage large amounts of incoming emails regarding software support

Interact with customers, partners, and internal teams to provide advice and assistance and achieve customer satisfaction

Logically deduce root cause and find workarounds and solutions to issues

Identify, analyze, and document product bugs and fixes relating to the Product functionality, databases, application servers, and new technologies for product management and engineering teams

Complete or assist with customer product installs as needed

Meet personal Productivity, Efficiency, and Quality metrics

Prioritize and resolve issues of the highest technical and business severity

Handle customer complaints and provide appropriate solutions and alternatives within time limits; follow up to ensure resolution including identifying workarounds and communicating those to customers

Keep accurate records of customer interactions by documenting them in Salesforce

Communicate with Product Management and Development Teams in JIRA


Qualifications/ Requirements
Technical Requirements:

Previous technical support experience.

High proficiency in Microsoft Word, Excel, and PowerPoint

Ability to understand and troubleshoot complex systems

Ability to extract meaningful information from Customer communications to understand customer intent and identify the customer’s technical issue.

Basic Networking knowledge (TCP/IP, DNS, SSL etc.)

Understanding of Windows client and server environments

 Nice to have:

Previous experience working with Salesforce.

Previous experience working with JIRA.

Basic technical SQL knowledge.

Basic Oracle and/or SAP knowledge.

Experience with software installations, network operations, and software support

Knowledge of SQL Server (i.e. able to do admin tasks such as backup/restore, understanding SQL/triggers/stored procedures etc.).

Understanding and experience with Microsoft IIS.

Understanding and experience with SQL Server Analysis Services

Windows general troubleshooting – understanding Event Viewer logs, Windows Installer errors and logs, using the Registry Editor etc.

Communication skills: 

Ability to communicate correctly and clearly with both internal team members and external customers.

Native or equivalent English proficiency

Excellent written communication skills.

Valued Traits: 

Highly motivated and driven to perform at the highest level.

Natural curiosity and willingness to learn and understand issues

Shows pride in producing quality deliverables.

Always being punctual and professional internally and with customers.

Education Requirements:

· Bachelor’s Degree (CSE, IT) or MCA

All your information will be kept confidential according to EEO guidelines.

** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **

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