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Product Support Specialist

Location Chandigarh, India
Posted 27-May-2020
Professional Services Chandigarh, India


Position Summary:

Product Support Specialists help customers troubleshoot technical problems they face in using our solutions. These can range from simple installation questions to advanced performance tuning of complex systems. The ideal candidate is goal-oriented, has the ability to handle interruptions while fluidly switching between several projects; must have strong technical skills supporting mission critical products for enterprise clients. This position requires 80 PERCENTas an Individual contribution along with 20 PERCENTtechno-functional mentoring to APSS.

Experience Level : 6 to 8 years in a Highly technical Support or Development Support Center with java development or Development Support skills, Drools rules development skills and general middleware expertise(any middleware)

Roles & Responsibilities:

Provide Highly complex technical support to enterprise clients related to technical and operational aspects of the products
Partner with Product Support Engineers and development teams as necessary The position requires interaction with customers, sales team members and the product development/Product Management team
Assist development team with Deployment and Smoke testing during release cycles for service packs, hot fixes etc within agreed SLA.
Respond to email and phone requests from customers
Collaborate in virtual teamwork with other Product Support Engineers Host online troubleshooting and investigation sessions on customers production environments
Deliver a consistent, responsive and satisfying customer experience Collect all necessary problem details from customers to be able to effectively see the problem to resolution
Successfully reproduce customer issues in a controlled test environment
Follow standard operational procedures for case management
Continuously improve troubleshooting skills, product expertise, and knowledge on related technical topics
Meet all quality and productivity performance goals

Required Skill Set:

BS in Computer Science or other technology related program or equivalent experience in a technical support role
Ability to read and write relational database queries using T-SQL or ANSI-SQL required Hands-on experience and familiarity in one or more of the following is a plus: COM, VB, Jscript, Java.
Familiarity with EDI and EDI systems or knowledge of HIPAA a plus
Knowledge of HTML and experience with code or scripting development are highly desirable
Ability to take ownership and initiative is a must; must have the drive to own and see technical issues through to resolution/closure
Must be a fast learner and willing to learn new technologies
Ability to manage customers in tough situations when trying to resolve real-world business systems problems
Ability to identify and clarify problems, set goals and able to resolve critical issues
Ability to work effectively on multiple tasks with many team members, testing and support staff, development team and others cross-functional teams
Strong verbal and written communications skills
Excellent organizational skills; must be detail oriented

Personal Characteristics:

Effective communicator
High energy
Raw intelligence
Uncompromising integrity
Min 6 to 8 Years.

Awards & Accolades for MyTechLogy
Winner of
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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