Job Description

The ideal candidate will be a seasoned software engineer who is efficient, accurate and has a friendly approach to deliver support services to our Software clients.

• Salary –Salary should not be a constrain for a good resource
• Industry - Office Equipment / Automation / IT Software & Software Services / Electronic / Security and Surveillance
• Functional Area – Customer Support
• Role – Engineer – Software Support
• Employment Type - Permanent Job, Full Time
• Work location -Bangalore [ Jayanagar ]

Job Role

• Provide technical software support (L1 & L2 Level) and ad-hoc training to customers who use the company’s product, replying to inbound queries.

• Responsible for database support, troubleshooting the problems by writing SQL queries, deploy new patches on UAT and production server at IIS server

• Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.

• Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager.

• Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.

• Escalate unresolved queries to respective departments for accurate redressa

Required Skills

• Education Qualification: BSc (Information Technology) / BSc (Computer Science)
• Minimum 2+ Years experience in Software Support Domain. Should have experience of working with various databases like SQL, Oracle & MS Access.
• Good understanding of computer, internet and IT literacy with the ability to learn new technology quickly
• Basic knowledge on SQL / Oracle Database - writing SQL query to troubleshoot errors
• Good listening and problem solving skills
• Customer service experience and a customer-centric attitude
• Experience of using ticketing tool

Desired Personality traits

• Soft spoken & pleasing, professional, presentable at the same time sharp to handle small and large clients
• Technically &Logically Strong
• Strong Analytics, problem solving &Interpersonal Skills
• Strong work ethics and sense of commitment
• Ability to balance multiple priorities

Key Result Areas

• Customer Satisfaction of assigned clients
• Problem & query analysis, understanding & Solving

Key Performance Indicators

• Prompt, responsive, responsible and friendly approach to client situations
• Zero customer complaints
• Client Feedback