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What You'll do
• Adhere to KPIs, especially responsiveness SLAs and productivity goals and ensure that emergency situations or business critical issues are resolved in the most timely and effective manner possible
• Demonstrate a high level of expertise with product functionality; continue developing core product skillset as new innovations are released
• Communicate complex issues both at a technical and non-technical level to different audiences
• Create Knowledge Base Articles and Wiki documents
• Serve as a liaison between various internal teams such as Development, QA (Quality Assurance), DBA (Database Administrators) and Professional Services
• Collaborate with other internal cross-functional and global teams
• Coach and mentor new hires and other support engineers to help them increase their product expertise and productivity
• Participate in weekend support activities and extended coverage if required
• Maintains and follows personal development plan by leveraging formal training and knowledge plans
• Take part in meetings with clients’ technical personnel as required
• Participate in special projects and other duties when required
What You Bring:
• A bachelor’s degree preferable in Information Technology/Computer Science area and experience in Product Support, Software Development, IT, or Quality Assurance
• Fluent English
• Excellent written and oral communication skills; ability to listen and work with customers in real-time
• Ability to effectively handle difficult and challenging customer interactions; maintain poise and professionalism on every interaction
• Results-oriented, self-motivated, and organized while demonstrating the ability to balance multiple priorities simultaneously
• Technical acumen and understanding of T-SQL, Java, Java Script, and other programming languages
• 3+ years of relevant client facing work experience is a plus
• Willingness to learn and grow
Job Segment:ERP, QA, Quality Assurance, Cloud, Computer Science, Technology, Quality
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