Technical Support Specialist / SQL Support Specialist

Job Role:-

Principal Accountabilities:

• Provide first-line technical assistance to the support team and customers via phone, email,

and chat.

• Diagnose and troubleshoot software and application issues, ensuring timely resolution and

minimal downtime.

• Analyze application logs, identify errors, and promptly alert stakeholders with

recommended actions.

• Maintain accurate and comprehensive records of all support interactions and resolutions

using CRM tools such as ZOHO.

• Collaborate with the product and engineering teams to escalate complex issues and ensure

root cause resolution.

• Keep up to date with the latest product features, system updates, and known issues to

improve support effectiveness.

• Participate in testing and validation of bug fixes and feature rollouts from a support

perspective.

• Demonstrate urgency in addressing critical issues and maintain a customer-first attitude.

Job Responsibilities:

• Actively communicate with internal and external users to resolve technical queries.
• Provide technical assistance to the support team via phone, email, and chat.
• Diagnose and troubleshoot application issues related to the product and guide users

through step-by-step solutions.

• Use SQL queries to fetch and analyze data for debugging or reporting purposes.
• Access and inspect remote servers to check system health, monitor services, or pull

necessary information.

• Use Postman or similar tools for executing and validating APIs.
• Support monitoring activities related to server and application performance and share

insights with relevant teams.

• Regularly verify application logs to identify issues, and raise timely alerts to stakeholders.
• Maintain accurate documentation of known issues, workarounds, and standard operating

procedures.

• Collaborate with the development and QA teams during feature releases and updates.
• Use CRM tools like ZOHO to maintain detailed records of customer interactions, problems,

and solutions.

• Collaborate with the support team to escalate complex issues and inform stakeholders.
• Stay up to date on new product features and system changes to enhance support quality.
• Take ownership of reported incidents and drive them to resolution or escalate when

necessary.

• Have basic knowledge of

  IIS (Internet Information Services)

  for reviewing site bindings,

checking app pool status, and identifying deployment-related issues.

Responsibilities towards Information Security:

• Participate in effective implementation of ISMS.
• Contribute to the risk assessment conducted for the relevant function or process or

department.

• Make themselves aware about ISMS and attend awareness training..
• Adhere and follow ISMS policies and procedures as laid down by Organization.
• Report risks and weaknesses to Directors or MR - Information Security or ISMS team.
• Report information security events and incidents to respective authority.
• Contribute towards achievement of information security objectives and goals.
• Participate in timely closure of corrections and corrective actions for all non-conformities

arising out of audits.

Candidate who worked on product support with knowledge of SQL server and SQL queries

What will you work with:

Database

Queries

Tools

Basics of reading and interpreting C#.NET code for error tracing

Familiarity with Visual Studio 2022 (read-only or debugging use cases)

CRM Tools

Minimum Qualification:

UG

Experience