Education Qualification: Preferably BE(Comp. Sc./IT), B.Tech. (Comp. Sc./IT), MCA or Similar
Interfacing with various Customers, Customer Support teams, Business Partners, and Customers Globally to address application-related product issues and resolve high-level issues.
Maintain quality and ongoing internal and external communication throughout your analysis
Implement and install products all over the world
Provide the highest level of support and minimize escalations.
Prioritize daily tasks and manage critical issues and situations.
Contribute to the Knowledge Base, document troubleshooting and problem resolution steps, and participate in Educating/Mentoring other Advanced Support engineers.
Initiate and perform changes on production systems and proactively escalate any issues that cannot be resolved within the established timeframes.
Involved with and you are the subject matter expert (SME) for the other support engineers in projects for new releases and service packs of the products
Willing to perform On-call duties (24×7) shared with the other colleagues.
At least 2+ years of technical experience within the industry and/or proven customer support experience Globally, preferably within the IT (Hardware / Software) industry
Good working knowledge (Certificates are very welcome) of Windows Operating Systems, TCP/IP, Linux.
Experience with Networking and IP/SIP communication analysis
Strong Telephony background, Good IT skills in Computer Hardware and software troubleshooting, and task ownership from beginning to end.
Other Required Skills:
Excellent communication and presentation skills in English.
Strong troubleshooting and problem-solving skills
Ability to prioritize and execute tasks in a high-pressure environment
Self-motivated and directed, with keen attention to details
Team Player – ability to work well in a team-oriented, collaborative environment
Can handle stressful situations well.
This is a full-time role based out of Pune, India.
Culture & Values
You give your 100% to the job at hand till you succeed. You remain committed to the Vision, Mission, Culture and success of TouchMagix, its current and future team, and its clients at all times.
Ownership & Accountability
You are responsible for your actions and outcomes. You are accountable for your results. For things to change, you have to change first. Be the change you wish to see.
Learning and Self Improvement
Learning is a way of life at TouchMagix. Everybody is a student of life, and everyday is a good day to learn and improve self. The sea of knowledge is never-ending. You can learn many things from peers, books, customers, internet etc. Age and experience is never a barier for learning. Share your learnings, as knowledge only increases by spreading.
Honesty & Integrity
This is a fundamental value at TouchMagix. Be honest and truthful to yourself, your work, your customers and your peers. Always speak the truth. Communicate immediately & openly and clear up if there are any broken agreements by you or anyone else in the company.
Commitment Towards Serving the Customer
We are where we are because of our valued customers. You must treat a customer with the highest regard and respect. Any feedback from them is important in the progress of self and the company. Any feedback should be received positively and acted upon immediately. When the customer wants us to work, we work for them with no time barier. A happy customer leads to a happy company and happy self.
Speak positively to fellow team members and clients of TouchMagix both in public and private. Don’t listen to, or believe in gossips. Be clear and precise in your communication, and take responsibility of the same. Always prefer discussing any concerns with a team member in private with the person first.
Spirit of Innovation
Innovation is respected at TouchMagix. Be at the cutting edge of innovation. Innovation need not always be technical in nature. Innovation is within a soul of a person and it can spark from anywhere. Ideas are always encouraged, and will be discussed here. Feel free to brainstorm, discuss, debate, learn and progress.
Happiness & Fun
Life is a journey, enjoy it! Enjoy your work. Be happy, keep others around you happy. Happiness is a state of mind and it’s upto you. A happy company means a happy self and progress.
Respect for Time
Respect your time and others’ time. Time is money. Every minute is important towards your progress and company’s progress.
Systems & Process
Be systematic in solving problems. The solution to all problems is good systems. Systems ensure that the same problems don’t occur again. Follow the systems already in place with full faith. Feel free to challenge existing systems after practicing, and evolve them into better systems for the future of TouchMagix.
Everyone should be treated with same respect and regard. No job is lesser than other. All people are important in the roles they are performing. It’s like an orchestra where everyone’s contribution leads towards a beautiful symphony.
No risk, no gain. Be courageous to face challenges. Be courageous to own up to things. Be courageous to accept mistakes. Be courageous to question and seek answers.
Exercise everyday and stay fit. Good health reflects in all aspects of life. No matter how busy you are, you should always find time to exercise.
Our families are the top most priority in everybody’s lives. Have a balanced family and work life.
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