Job Summary:
TSE’s work under limited supervision and are responsible for resolution of technical Issues.
Job Responsibilities:
1) Actively monitor customer communication channels and where required provide technical support to customers on issues that are related to the usage, or maintenance of company products.
2) Act as a knowledgebase on matters pertaining to the usage/maintenance of the software systems for level 1 certified key users.
3) Provides immediate customer assistance for emergency and URGENT fixes as defined in service definition.
4) Create temporary “work-around” for immediate customer issues where appropriate
5) Documents and logs all contacts and actions into database per specified guidelines
6) Uses a test environment to simulate customer environment and issues
7) Escalate to Product development teams about customer issues unresolved or recurring customer issues, with concise description, actions, and traces required.
8) Follows customer issues through to completion to ensure resolution and customer satisfaction have been achieved.
9) Assist in creating technical documents, knowledgebase records, training material for company products as required.
10) Provides work direction, problem resolution, and training to other technical support personnel
11) Participate in off-site travel to customer locations, trade shows, training schools and other required facilities
12) Proactively learn about companies products at both the functional and technical development.
13) Addition responsibilities as required
Essential Functions/Job Skill Requirements
Technical Skills
1. 0 to 2 years’ experience in a technical support role supporting a mission critical software/hardware system or 2+ years’ experience of working within a software development environment.
2. Good Knowledge of database systems such as SQL Server, Oracle, Progress or similar
3. Adequate knowledge of programming concepts with ability to write small scripts, SQL queries etc.
4. Adequate knowledge of Microsoft Windows Server Platforms
5. Adequate knowledge of Linux Platforms
6. Adequate knowledge of basic software architecture concepts such as Application Servers, Database Server, clients etc.
7. Previous exposure to a manufacturing environment and ability to understand manufacturing concepts will be an advantage.
8. Previous exposure to ERP or MES systems will be an advantage.
Non-Technical Skills
1) Excellent verbal and communication skills in English and Chinese
2) Excellent analytical and troubling shooting skills
3) Excellent customer service skills, including the ability to deal calmly, positively, and professionally in tense or elevated situations.
4) Ability to diagnose, troubleshoot, obtain results, provide solutions for a broad range of technical problems
5) Ability to manage time effectively and work efficiently, both with and without direct supervision
6) Business Maturity
7) Ability to understand the global corporate picture
8) Focus toward and understanding of the customer needs
9) Interpersonal Skills, specifically working with co-workers, customers, and management
10) Dependability
11) Accessibility
Important Notes
- The position is office based, and the location is in Kochi, Kerala, India.
- The job involves 3 shifts (Morning, Noon, Night) on weekly rotation, for night shift we are providing allowances on per day basis.
- Expecting for 2 years .
- · Training for the job mostly involves self-learning and following a structured program
Job Types: Full-time, Permanent
Pay: ₹20,000.00 - ₹30,000.00 per month
Benefits:
- Health insurance
- Provident Fund
Shift:
- Day shift
- Evening shift
- Morning shift
- Night shift
- Rotational shift
Work Location: In person
