Product Support Engineer

 

Experience: 2+ years

Location: Trivandrum

Qualification: B.Sc/M.Sc Computer Science/ Diploma/ BCA/MCA B.Tech

 

Skills Required:

  • Strong Analytical & Communications Skills
  • Good Documentation skills
  • Willingness to learn, innovate and take initiative
  • Quick learner of new business functions
  • Knowledge in SQL Server and SQL Queries
  • Preference to candidates with Experience in Retail domain

 

Responsibilities:

  • Analyze and resolve customer concerns and problems, diagnose the root cause, and document interactions.
  • Provide on-call and ongoing troubleshooting, technical, and product advice and suggestions.
  • Support remote and local upgrades, installations, and maintenance.
  • Conduct trainings and create documentation for other support engineers, users, and other audiences.
  • Taking ownership of customer issues reported and solving the problem within the SLA time frame set. 
  • Troubleshooting and identifying solutions to resolve application issues 
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  • Provide prompt and accurate feedback to customers.
  • Refer to internal database or external resources to provide accurate tech solutions 
  • Ensure all issues are properly logged
  • Work closely with technical teams to enhance the quality of existing products.
  • Maintain documentations for all support activities including product development, enhancement, engineering and marketing activities.
  • Provide product trainings to customers.