Technical Support Engineer (Customer Support)
Summary of Key Responsibilities:
Troubleshoot and successfully resolve support requests through phone, chat, email and other channels
Proactively communicate and accurately set customer expectations, including at Director or above levels
Thoroughly and accurately document each and every activity within support tickets and related systems
Reproduce customer issues within CXOne Moxie Support labs and file quality bug/defect reports
Constantly look for ways to find improvements within CXOne Moxie and customer systems to drive success
Effectively lead remote online sessions for troubleshooting, applying hot fixes and service packs
Work effectively with Services, Sales, and Development teams to achieve desired customer outcomes
Manage and participate in ticket hand offs, as necessary
Troubleshoot and identify root cause of issues on customer and production systems
Consistently follow operational processes, and assist with continuous improvements efforts
Continuously improve troubleshooting skills, product expertise, and knowledge on related technical topics
Contribute to Knowledge Base articles, online Support forums and other knowledge sharing media
CXOne Moxie Software is a 24/7/365 operation, this position will require shift, weekend or off business hours work, and on-call responsibilities from time to time.
Qualifications:
Bachelor’s degree in Computer Science or Technology related program
2 years software development or technical support experience, or equivalent work experience in an enterprise support role
Experience communicating both verbally and in writing with Directors and VPs of enterprise customers
Ability to:
Understand business and revenue impacting situations
Work across disciplines and departments to solve complex problems
Troubleshoot complex internet delivery related challenges.
Troubleshoot complex multi-tiered SOA based applications with limited tooling
Learn new technologies and ramp up very quickly, with minimal or no supervision, coaching
Prioritize issues
Relative hands-on knowledge of Microsoft SQL Server, Relational database technology
Relative hand-on experience with one or more of the following operating systems; Windows, Unix, or Linux
Advanced knowledge of Web Application architecture, design, configuration, and implementation
Hands-on experience with one of more Web Application Servers such as IIS, WebSphere, Tomcat etc.
Relative experience analyzing System logs, Event Logs, Crash Dumps, Network Traces etc.
Working knowledge of Web Application development frameworks
Hands-on experience with HTML, CSS, XML, Windows Registry, tools like PerfMon, Netstat, Charles, Fiddler, Wireshark etc.
Working knowledge of how mail servers and clients work
Exceptional written and oral communication skills
Experience working with Windows diagnostic tools – Debug Diag, Windbg – and investigating dump and log files
Practical working experience with one of the following languages: C, C++, Java, or C#
Hands-on experience with one or more Virtualization technologies like VMWare, Citrix etc
Practical knowledge of SaaS or Hosted solutions and their architectures
NET, Web Application development experience, including ability to debug code
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