Company
SumTotal Systems India Pvt. Ltd
Eligibility
Any Graduate
Experience 0
-1 Years
Location
Hyderabad
Job
Role
Technical Support Engineer
JOB
SUMMARY:
Company
Profile:
SumTotal
is dedicated to partnering with our customers to create great places to work.
We break down barriers. We reject complexity and embrace simplicity. We believe
that people want to give their best and be great at their jobs. With the tools
to do their jobs, people are free to be whatever they can imagine and whatever
your people can dream, your business can do.
Job
Description:
Technical
Support Engineer will play a critical role in providing technical assistance
for SumTotals global customer base. As a member of SumTotal Customer Support,
Technical Support Engineers provide real-time technical support on SumTotal
Enterprise products through e-mail and phone interactions with customers and by
using SumTotal's internal incident tracking system. The fundamental goal of this
position is to help our customers achieve success using our products. The job
involves handling and resolving complex technical queries and issues in the
areas of product functionality or architecture and defect correction
Candidate
Profile:
1.
Developing a deep knowledge of SumTotals range of enterprise products
2. Solve basic common user problems in real time, including software functionality problems and questions; data communication/networking troubleshooting; installation problems and questions; and OS and browser related issues
3. Communicating with corporate customers via telephone, email, or other media as applicable regarding technically complex problems identified in SumTotals software products, and maintaining effective customer relations
4. Escalate top priority, production-critical issues to the appropriate technical staff
5. Maintain ownership of issues until resolution, drive other teams as needed, set customer expectations accordingly.
6. Resolve incidents in a timely manner as per SLAs.
7. Provide guidance, assistance, and mentoring support to junior team members
2. Solve basic common user problems in real time, including software functionality problems and questions; data communication/networking troubleshooting; installation problems and questions; and OS and browser related issues
3. Communicating with corporate customers via telephone, email, or other media as applicable regarding technically complex problems identified in SumTotals software products, and maintaining effective customer relations
4. Escalate top priority, production-critical issues to the appropriate technical staff
5. Maintain ownership of issues until resolution, drive other teams as needed, set customer expectations accordingly.
6. Resolve incidents in a timely manner as per SLAs.
7. Provide guidance, assistance, and mentoring support to junior team members
Skills/Requirements:
1.
Technical and practical expertise in Windows 2000 Server, IIS, ASP, .Net, SQL
Server or Oracle
2. Strong customer service focus
3. Good problem solving skills
4. Excellent communication skills
5. Ability to grow and work in a team
6. Graduation in Engineering / Sciences or a Post graduate degree in Computer Sciences
7. Freshers and experienced (0-2) candidates can apply for this position
8. Background in application support & SAAS environment is advantageous
9. Must be willing to work in shifts
2. Strong customer service focus
3. Good problem solving skills
4. Excellent communication skills
5. Ability to grow and work in a team
6. Graduation in Engineering / Sciences or a Post graduate degree in Computer Sciences
7. Freshers and experienced (0-2) candidates can apply for this position
8. Background in application support & SAAS environment is advantageous
9. Must be willing to work in shifts
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