Responsibilities

● To provide level 2 technical assistance related to integrations and automation solutions.

● Should have good knowledge of products, automation, and integrations tailor-made for the customer.

● Ability to handle escalations reported by other teams or customers.

● Should maintain quality and adhere to SLA, process & security policies.

● Collaborate with other operational and development teams during triage and resolution of operational issues.

● Adhere to the incident management procedure based on the severity.

● Capturing detailed documentation on the reported incident, communicating to respective stakeholders

● Should take ownership of reported incident

● Should follow the change management process in implementing any changes reported from incidents.

Requirements:

● Ambitious, Tech support expert with any Bachelor's Degree

● A minimum of 3 years of experience in product support, especially software applications/integration.

● Good customer service skills, including communication (verbal and written), active listening, and

interpersonal skills.

● Excellent problem-solving ability, troubleshooting, and critical thinking skills

● Good understanding of software applications, especially web-based applications and related

technology.

● Knowledge and understanding of cloud integration. Hands-on experience would be an added

advantage.

● Good understanding of API and Web Services

● Good understanding of any SQL Server and/or Oracle database management systems

● Ability to work on complex scenarios with time limits and available resources

● Comfortably handle multiple tasks/projects simultaneously and effectively work as an individual and as part of a team

● Experience and willingness to work in a 24/7 support environment

Shift timings:

● 6:00 AM to 3:00 PM IST

● 2:00 PM to 11:00 PM IST

● 6:00 PM to 3:00 AM IST

● 9:30 PM to 6:30 AM IST