Associate Global Support Engineer
TERRA TECHNOLOGY
Hyderabad
14h ago
source : Shine

Associate Global Support Engineer

Associate Global Support Engineer E2open Careers Twitter Widget Iframe January 3, 2019 Hyderabad India HYD Level - 4, Building No : 21, (Colruyt IT) Mind Space, Raheja ITPark Hyderabad, 500081, IND

Responsibility

o Take ownership of customer issues reported and see problems through to resolution

o Diagnose, investigate and identify solutions and / or alternatives to resolve customer issues

o Follow standard procedures for proper escalation of unresolved issues to appropriate cross functional teams

o Provide prompt and accurate response to customers and guide users with simple, step-by-step instructions.

o Document knowledge in the form of knowledge base tech notes and articles.

o Participate in providing training to customers as required.

o Communicate customer needs and wishes to our development and professional services team.

o Build sustainable relationships and engage customers by taking the extra mile.

o Ensure critical customer issues are addressed quickly and effectively by collaborating with Customer Success, Cloud Operations, Professional Services, and Product Development in a global environment.

o Keep records of customer interactions, recording details of inquiries, comments and complaints, as well as actions taken.

o Ensure KPIs are met consistently to achieve customer experience excellence.

o Ensure escalation and production support processes are followed.

Experience : 0 -3 years

Qualifications :

BE, Btech (any stream).

Skills :

Knowledge of SQL / PL SQL.

Shell and Batch script.

Experience

Licenses & Certifications

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