About the Role:
As a Specialist in Customer Service Technical, you will take on a more prominent role in supporting customers with various technical issues. Building on your foundational skills, you will assist with more complex troubleshooting and contribute to project-based improvements. Your contributions will help in refining our support processes and enhancing customer satisfaction.

Key Responsibilities

Good experience in Customer production support for L1 / L2 levelWill be the Primary point of contact for the customer.Should understand product or service, sufficient to handle straightforward and very basic/simple problems.Determine customer issues by looking at symptoms and requesting additional information so that the issue can be reproduced.Seek solutions or explanations about existing documentation (containing workarounds) and refer customers to these materials.Hand over to 3rd Line Support if an issue requires further investigation.Follow standard operating procedures for escalation of unresolved issues to appropriate teams.Ensure proper recording and closure of all issues.Prepare accurate and timely reports wherever applicable.Document knowledge in the form of knowledge base tech notes and articles.

Key Requirements

Bachelor’s Degree or equivalent relevant experienceCandidate should be TECHNO-FUNCTIONAL with 3 -5  years of experience.Worked on the application support side.Should be aware and worked on basic Oracle / SQL Server functionalities.Should be aware of client-server and Web-based Architecture.Should have good analytical skills.Pro-active toward customer/teamsKnowledge of Webservers experience like Jboss etc.Basics of Java