Software Specialist / Software Support

Job Description:

The role of a Software Specialist is to communicate with customers (internal and external) to understand the technical issues, analyse and troubleshoot issues to get resolutions within the set timelines. He/she is also expected to document the resolution steps in the CRM

Job Description

Knowledge quotient

•  Be updated with process and product knowledge 
• Understand client’s infrastructure 
• Be updated with compliance processes and protocol

• Communication
• Understand client grievances and understand the root cause of the issue created
•  Maintain internal communication to keep them updated about the status of resolution through calls and emails
•  Maintain highest level of customer satisfaction through service as well as technical resolution

• Troubleshooting
• Bifurcate issues into front end or backend technical issues
• Identify and report potential P1 cases in timely manner to the Lead/Mentor 
• Provide correct and timely resolution to issues 
• Follow all security and compliance protocol set by the organization and highlight discrepancies in a timely Manner

• Documentation
•  Document the first communication with the customer on the internal portal
•  Document timely updates about the status of the resolution on the internal portal

Desired Profile / Criteria / Skills :

Knowledge

• Basic – MySQL, MSSQL
• Networking 
• Additional – Tomcat and Java

Skills

• Communication (verbal and written)
•  Time management 
• Assertiveness 
• Handle pressure 
• Analytical skills

Attributes

• Ownership and accountability
• Passion 
• Integrity 
• Team work

Offered Benefits / Facilities :

• Night Shift allowance in case of Night Shift
• Pick and Drop available once the office resumes
• Medical Insurance