Description
Responsibilities:
- Understand how the product works and how it is used by customers.
- Interact with customers on/off-site to troubleshoot issues, provide workarounds by leveraging software development skills.
- Should be primary TSE for multiple large accounts. Should be able to manage customer requirements for large accounts.
- Understand and fulfill enhancement requests received via customer use-cases.
- Should be able to guide SSE/LSE for quicker resolutions as TechLead.
- Should achieve productivity goal for the tech team as TechLead.
- Provide technical expertise, guidance, mentorship to team members. Lead in hiring processes.
- Should be able to train team members on New Technology / Processes.
- Provide hot fixes, patches and upgrade deployment support in production and staging environments and work closely with customers to schedule and test.
- Should be able to lead on RED account for Technical issues/defects.
- Offer innovative ideas to improve ticket resolution and closure quality.
- Should drive and provide efficient ways for resolution/fixes of common issues across the customers.
- Should suggest/implement ways to reduce overall tickets.
- Should be able to drive initiatives for productivity and ticket resolution quality improvement.
- Should suggest or implement functionality in platform to provide ways to improve turnaround time for tickets.
- Should be able to contribute on knowledge base articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.
Team Building
Expertise
Qualifications
- 12-15 years overall experience in developing enterprise web applications or in Technical Support on Microsoft platform or in Sustaining engineering role. Of which 3-4 years of experience in a Support or Sustaining engineering role is a must.
- Troubleshooting skills on the Microsoft platform, with expertise in C#, ASP.NET, MVC, SQL, Stored Procedures and JavaScript.
- Expertise on Windows Azure and Cloud Computing will be an added advantage. Certification a definite plus.
- Understanding of customer support processes and tools. Ability to follow defined processes.
- Good written and verbal communication skills.
- The ability to be a good listener, and to understand customer issues. Ability to work independently on issues assigned.
- Minimum Education :Science or Engineering graduate
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