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Technical Support Engineer I/II – DCI

Technical Support @ Hyderabad, Andhra Pradesh, India

Job Summary

In this role you will:

  • Take ownership and manages customer cases and customer expectations effectively and professionally.
  • Communicate clearly and precisely with customers to determine expectations for resolutions and provides workarounds to product defects.
  • Conduct research and troubleshoot using a variety of resources, including documentation, Knowledge Base, bug database, source code, and interact with the world wide technical and field teams via Community forums.
  • Run customer test cases when available, and develop test cases and examples as required to resolve problems, using methodical testing to isolate and identify problems.
  • Manage difficult customers and customer expectations effectively and professionally
  • Escalate issues to management or other team members
  • Document product defects and feature requests clearly in the corresponding systems. Provide Engineering with clear and complete information, when engineering assistance is required, carrying out recommended diagnostic steps and gathering information as necessary.
  • Demonstrate and apply good understanding of knowledge capturing principles (e.g. Create new knowledge resources and/or update the existing ones - product demos, KB and technical articles, code libraries).
  • Learn new product features and technologies.

Required Skills

  • BS in Computer Science, Computer Information Systems with 2-4 years’ experience, or MS with 0 - 1 years’ experience, or equivalent experience or degree.
  • Basic programming experience or knowledge of programming languages/technologies
  • Basic analytical and troubleshooting skills specific to software related issues.
  • Excellent verbal and written communication skills.
  • Excellent communication skills including effective listening skills.
  • Strong customer service skills.
  • Ability to multitask in a fast paced environment and maintain attention to details
  • Knowledge/experience with development IDEs such as Visual Studio, Eclipse, etc.
  • Knowledge/experience with ODBC/JDBC/ADO.Net.
  • Operating systems: Windows, Red Hat Linux, Sun Solaris, AIX, HP, IBM z/OS
  • Knowledge of Applications Servers (BEA, IBM, JBoss, Oracle), XML, HTTP, SSL, HTTP/S, TCP protocols.


Working Hours :

Must be willing to work in the time zone of the territory (8 30 PM to 5 30 AM IST/ 4 30 AM to 1 30 AM IST / 12 30 PM to 9 30 PM IST )

 

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