Key Responsibilities:
1. Customer Support: Respond to customer inquiries, troubleshoot technical issues, and provide solutions via email, phone, or other communication channels. Manage incidents using CRM system and ensure adherence to SLA.
2. Technical Troubleshooting: Investigate and resolve complex customer problems by analyzing software and hardware configurations, conducting tests, and debugging issues.
3. Incident Management: Take ownership of customer-reported incidents, follow established procedures, and escalate cases to the appropriate teams when necessary.
4. Documentation: Create detailed and accurate technical documentation, including troubleshooting guides, knowledge base articles, and FAQs.
5. Collaboration: Collaborate with cross-functional teams, including R&D , SME, DBA and project delivery teams to identify and resolve customer issues and improve product functionality.
6. Product Knowledge: Stay up-to-date with the company's Helix(SAS) products suite and services, new features, and enhancements to provide accurate and timely support.
7. Training and Mentoring: Assist in training and mentoring junior support engineers, sharing knowledge, best practices, and troubleshooting techniques.
Required Skills and Qualifications:
1. Technical Expertise: Strong understanding of computer systems, software applications, networking, and troubleshooting methodologies. Knowledge of Linux/Unix systems advance commands, Good knowledge of SQL / Databases (oracle/Hadoop) , shell scripting, python is beneficial.
Knowledge of troubleshooting of web services and tools like fiddler, Wireshark, tcpdump, postman etc. is required.
Experience with Monitoring tools like Grafana, Nagios is also a definite plus.
2. Customer Service: Excellent customer service skills with the ability to empathize and communicate effectively with customers of varying technical abilities.
3. Problem Solving: Demonstrated ability to analyze complex technical problems, perform root cause analysis, and develop effective solutions.
4. Communication: Strong verbal and written communication skills, including the ability to convey technical concepts to non-technical customers.
5. Time Management: Ability to multitask and prioritize tasks effectively to meet customer expectations and resolve issues within established service level agreements.
6. Teamwork: Proven ability to work collaboratively in a team environment, share knowledge, and contribute to the overall success of the support organization.
7. Adaptability: Flexibility to work in a dynamic and fast-paced atmosphere in 24x7 environment , quickly learn new technologies, and adjust to changing priorities.
8. Attention to Detail: Strong attention to detail and commitment to delivering accurate and high-quality support.
Preferred Experience and Qualifications:
1. Previous Experience: 5 to 8 years’ experience in technical customer support, help desk, or a related field is preferred.
2. BE/B.Tech or equivalent degree in Computer systems or relevant streams.
3. Certifications: Relevant certifications in areas such as Linux/Unix, SLQ, and networking or any other software applications, or specific technologies are a plus.
4. Industry Knowledge: Familiarity with the telecom industry and market trends related to the similar OSS products or services is desirable.
