Your Role and ResponsibilitiesResponsibilities: must include but not limited to- Provide remote troubleshooting and analysis assistance for usage and configuration questions
- Review diagnostic information to assist in isolation of a problem cause (which could include assistance interpreting traces and dumps)
- Identify known defects and fixes to resolve problems
- Develops best practice articles and support utilities to improve support quality and productivity
- Respond to escalated customer calls, complaints, and queries
- The job will require flexible schedule to ensure 24×7 support operations and weekend on-call coverage, including extending/taking shift to cover North America working hours.
Required Technical and Professional Expertise
- ECM platforms knowledge such as SharePoint, FileNet, Email, Documents would be a plus.
- Understanding of ECM architecture, features & capabilities including document management, records management, workflow automation and collaborative tools.
- Understanding of database management systems (DBMS) commonly used with ECM systems such as IBMDB2, Microsoft SQL Server, Oracle, MySQL, or PostgreSQL.
- Basic understanding of web development technologies (HTML, CSS, JavaScript) for customizing ECM interfaces and extending functionalities.
- Strong analytical and problem-solving skills to diagnose and resolve technical issues within ECM systems.
- Familiarity with troubleshooting tools and techniques for identifying root causes of problems, such as log analysis, performance monitoring, and debugging.
- Familiarity with Java based application server such as WebSphere Application Server and WebSphere Liberty would be a great advantage.
- Understanding the essential components of modern IT infrastructure of LDAP protocol and load balancing technique.
Preferred Technical and Professional Expertise
Problem Solving:
- Strong analytical and problem-solving skills to diagnose and resolve technical issues promptly.
- Ability to think critically and creatively to develop innovative solutions.
Customer Service Skills:
- Excellent communication skills, both verbal and written, to effectively communicate technical information to non-technical users.
- Patience and empathy when dealing with customers who may be frustrated or unfamiliar with technical concepts.
- Ability to manage and prioritize multiple support requests efficiently.
Documentation:
- Capability to document troubleshooting steps, solutions, and best practices for future reference.
- Writing skills to create user guides, FAQs, and knowledge base articles.
Teamwork:
- Collaboration skills to work closely with other technical support team members, developers, and product managers to address complex issues.
- Willingness to share knowledge and assist colleagues in resolving technical challenges.
Continuous Learning:
- Eagerness to stay updated with the latest ECM technologies, software updates, and industry trends.
- Willingness to pursue relevant certifications to enhance skills and credibility.
Time Management:
- Ability to manage time effectively to meet service level agreements (SLAs) and resolve customer issues within agreed-upon timelines.
- Prioritization skills to handle urgent requests and escalations.
Adaptability:
- Flexibility to adapt to changing priorities, technologies, and customer needs in a fast-paced support environment.
- Ability to learn new software and tools quickly.
Attention to Detail:
- Thoroughness in investigating and documenting technical issues to ensure accurate problem diagnosis and resolution.
- Attention to detail in providing precise instructions and solutions to customers.
Security Awareness:
- Understanding of cybersecurity principles and best practices to ensure the confidentiality, integrity, and availability of ECM systems and data.