Informatica Informatica Product PIM Support - 

India, Karnataka, Bengaluru 

580577386

You will report to the Manager, Techical Support

As a part of the P360 Technical Support, you will ensure our customers' success and satisfaction with our products and contributing to their long-term loyalty. You will work with the MDM support team, QA, Engineering, Solutions Delivery, Sales, and Product Management to ensure that MDM is delivering good support to our customers.

Additional responsibilities include the following:

• Manage customer support cases on a daily basis, including verifying cases, isolating and diagnosing the problem, and resolving the issue
• - Ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion. Additionally, this individual will manage communications to customers at all levels to maintain positive relationships.
• - Reproduce product behaviors to determine the problem root-cause(s), issue work-around and solutions
• - Coordinate with Quality Assurance and Engineering teams to provide assistance in identifying, reporting and resolving product defects
• - Author, edit, publish and maintain a knowledge base of known issues/solutions
• - Understands impact of work on the feature/product/team
• - Guides own work to timely and complete conclusions
• - Provide regular reports for management that measure the effectiveness of the technical support function

• Articulate well and have skills in customer relatonship – responsiveness, sensitivity, diplomacy
• Are comfortable working both independently and collaboratively.
• You're advanced problem-solving skills and technical aptitudes allow you to adapt to new circumstances and learn when facing new problems and challenges.
• Applying your business knowledge and resource management skills you meet requirement, and set the example for good work procedures. In addition to the attributes mentioned, you'll also be able to:
• Inspire and motivate people to lead support behind the vision, make it sharable by everyone.

• BE , BTech, MCA degree or equivalent technical experience
• • 2-8 years of industry experience in supporting mission critical software components
• • Experience with P360 is mandatory
• . Experience in JAVA based applications / product support is preferred.
• • Experience in JAVA, Oracle, MSSQL Server and /or DB2
• • Must be detailed oriented with excellent communication and customer service skills
• • Excellent analysis, debugging and trouble-shooting skills, and persistence in problem solving
• • Strong Customer Relations and Support experience; must be comfortable interacting with customers and executives in a professional and welcoming manner
• • Excellent written & verbal communication skills
• • Strong problem solving skills, ability to think about complex problems and come up with creative solutions
• • Good understanding of corporate online collaboration and knowledge management best practice
• • Expertise in multiple areas will be a plus. For example, subject matter expert within own discipline/specialty area and basic knowledge of other disciplines / specialty areas
• • Ability to work with minimum supervision
• • Ability to work under own initiative and respond to peaks in demand

• Comprehensive health, vision, and wellness benefits (Paid parental leave, adoption benefits, life insurance, disability insurance and 401k plan or international pension/retirement plans
• Flexible time-off policy and hybrid working practices
• Tuition reimbursement programme to support your and personal growth
• Equity opportunities and an employee stock purchase program (ESPP)
• Comprehensive Mental Health and Employee Assistance Program (EAP) benefit