Senior Technical Support Specialist
Senior Technical Support Specialist
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Job Description
Location: Hyderabad
Shift Timings: Rotational shift (24*5)
Responsibilities:
Provide resolutions and workaround advice for customer queries
Secure and coordinate additional resources for resolutions
Respond positively to all customer queries
Reproduce and diagnose reported problems passing errors to the development team
Assist Development and Product Verification with escalated issues
Track support calls to closure and justify actions taken
Contribute to team learning
Work with users administrators developers testers consultants and sales teams
Deliver firstclass customer service to external and internal users
Ensure service levels are met for each incident
Determine the urgency and potential effects of user issues
Responsibilities:
Provide resolutions and workaround advice for customer queries
Secure and coordinate additional resources for resolutions
Respond positively to all customer queries
Reproduce and diagnose reported problems passing errors to the development team
Assist Development and Product Verification with escalated issues
Track support calls to closure and justify actions taken
Contribute to team learning
Work with users administrators developers testers consultants and sales teams
Deliver firstclass customer service to external and internal users
Ensure service levels are met for each incident
Determine the urgency and potential effects of user issues
Qualifications :
MustHave Skills:
5 to 9 years of experience in a customerfacing environment
Proficiency with relational databases
Advanced Excel skills including expertise in formulas and functions for data analysis
Competency in writing SQL/Oracle queries at an intermediate level
Basic understanding of DB2 SQL Server and Oracle
Practical experience with Jenkins and Datadog
Strong communication skills for interacting with technical and nontechnical individuals
At least 5 years in application or product support
Flexibility to work in rotational shifts (EST and CST)
Excellent oral and written English communication skills
Strong analytical and problemsolving skills
Willingness to own and resolve problems
Ability to balance customer empathy with product support constraints
Involvement in oncall and/or shift work as necessary
Willingness to work night shifts
NicetoHave Skills:
General familiarity with accounting principles or processes
Knowledge of Salesforce and Jira applications
Familiarity with ERPs like NetSuite Oracle SAP
Experience working with crossfunctional teams as a client advocate
Desire to improve technical and problem resolution skills
Ability to work under pressure and as part of a team
Ability to see the bigger picture
Objectivity in customer dealings
Positive attitude towards solving customer problems
Ability to prioritize tasks and complete them timely
Passion for customer success and technology
Attention to detail
Additional Information :
All your information will be kept confidential according to EEO guidelines.
** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **
insightsoftware About Us: Hear From Our Team InsightSoftware (wistia.com)
Background checks are required for employment with insightsoftware where permitted by country state/province.
At insightsoftware we are committed to equal employment opportunity regardless of race color ethnicity ancestry religion national origin gender sex gender identity or expression sexual orientation age citizenship marital or parental status disability veteran status or other class protected by applicable law. We are proud to be an equal opportunity workplace.
Remote Work :
Yes
Employment Type
Remote
