EFI Looking for Technical Support Representative at India Full Time

eProductivity Software is a leading global provider of industry specific business and production software technology for the packaging and print industries. eProductivity Software is headquartered in Pittsburgh, Pennsylvania with offices and teams worldwide. The company’s integrated and automated software offerings and point solutions are designed to enable revenue growth and drive operating and production efficiencies. With over thirty-years dedicated to delivering best-in-class technology to the packaging and printing industries, it is the company’s deep held philosophy that eProductivity Software succeeds when its customers thrive. For more information, please visit www.eProductivitySoftware.com

Job Description: Software Support Engineer

The Tier three Customer Support Team is the primary case-handling team within Customer Support at EFI, handling the majority of critical issues for our valued customers across the world. As a Technical Support Specialist your key responsibility is delivering specialized solutions to critical support issues on EFI’s Productivity Software; providing an exceptional, proactive customer experience, with a personal approach; maintaining and enhancing the relationship between the Customer Support Team and EFI’s clients, and; delegating a specific set of technical tasks as required to provide the most efficient, effective and timely solution possible. TSA member is empowered to define adequate means to address customer situations like adequate system and resources allocations. TSA members are expected to work with customers in identifying operational and business weaknesses and guide both EFI and the customer towards the right solution enabling high customer satisfaction while supporting EFI business.

Primary responsibilities

Resolving customer technical issues

Answer incoming telephone calls and open cases in SalesForce, identifying customers, populating case details, and confirming accuracy of data

Monitor Global Support queue and accept SalesForce cases in priority sequence

Review case priority; maintain strict adherence to priority-based SLA requirements

Review case details and contact customer within SLA response requirements

Provide support to customers via email and telephone using own discretion and experience

Work with different Tier Support Peers and Development for environment setup/ DB capture/ other technical tasks as needed

Escalate or re-route cases as required after thorough investigation, by maintaining SLA factors.

Identify customers operational and business areas of weaknesses and guide EFI and customer to the right resolution in support of the business

Submit new solutions in EFI’s EPS knowledge base with proper documentation and possible addition to knowledge base

Close case, providing all relevant resolution details

Software installation and upgrades

Other support tasks as determined by Global Support Manager and/or Technical Team Lead

Work closely with our R&D and Services teams to replicate and resolve customer issues.

Test, analyze, organize, and report on progress of ongoing customer issues.

Ensure accuracy/accountability/progress of issues though data and reporting tools

Work closely with customers to understand, prioritize and manage outstanding support cases within your queue.

Work with EFI clients to configure Windows ADFS Servers for Single Sign (SSO) on and provide solutions using remote access via VPN, RDP to the server.

Confer with clients to conduct IIS and SSL diagnostics to investigate and resolve website problems on Windows Application servers.

Assist customers with creating database backup and migration using SQL server management studio. Executing a script to solve the db related issues.

Education and experience requirements

Bachelor’s and/or Master’s degree in Computer Science, Computer Engineering or related technical discipline

Willing to work in shifts, including weekend support as required.

Minimum 6 years customer service experience

Managing any projects when needed

Willing to work in shifts, including weekend support as required.

Confidence in talking directly to client contacts at all levels

Excellent organizational and interpersonal skills

Excellent English verbal/written communication skills.

Ability to clearly document

Confident, articulate, and professional speaking

Data Entry skills such as word-per-minute

Ability to solve problems in a fast-paced environment

Willingness to learn

A self-starter – ability to work with minimal guidance in a fast-paced environment

Technical Support Analyst Requirements:
Knowledgeable of support and Troubleshooting Web Application

Understanding of Web Development and Troubleshooting methods

Experience with SSO and Active Directory and SSL and certificate and binding

Experience with diagnostics Servers and ASP.NET

Familiar with VPN and Network configuration and management

Good SQL experience

Confidence in talking directly to client contacts at all levels

Familiarity with networking systems and protocols

Hands on experience on server troubleshooting and IIS

Highly self-directed – ability to identify issues with component or personnel and take action to resolve

Knowledge of operating systems, office software, enterprise software, and VMs

Preferred skills:
A+ certification

Project Management certification

Fluency (verbal and written) in at least one of the following languages: English, French, Dutch, German or Spanish, with any additional languages considered highly preferable