Product Support Engineer

Job Overview

Key Responsibilities

• 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

• 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.