Exp : 6 - 11 Yrs
Location : Gurgaon
Responsibilities
- Interact with end users on technical problems.
- Tier 1 and 2 support for Stingray, Host Access, SourcePro, IMSL, HydraExpress and Views.
- Create and set up test environments.
- Troubleshoot and replicate issues reported by customers.
- Work on customers’ code and write didactic samples.
- Drive resolution of those problems, which include: o Technical Issues.
- Questions around the components or tool usage.
- Questions around best practices.
- Research, understand, and advocate Our software.
- Research, document and escalate tickets following the team’s processes and procedures.
- Drive early resolution of issues.
- Maintain a positive attitude – Support engineers are required to be respectful, fair, gracious and knowledgeable.
- Treat customer data respectfully. Due to the sensitive nature of some of the data from our customers, this position requires confidentiality.
- Be a part of the on-call rotation as needed.
Desired Candidate Profile
- BA/BS degree in CS or similar.
- Prior experience in a technical support role.
- Ability to work with minimal direction, pick up new concepts and technologies quickly are highly desirable.