Job Description

Position Summary:
Client Support Executive / Senior Client Support Executive will be responsible for extending support to clients for their technical support requirements related to the products. They will act as a communication channel to raise tickets for all issues, analyze, and work with production teams to resolve them. They will also be involved in the deployment of software releases.

Role and Responsibilities:
Part of the team that manages and supports 24/7 production systems with an on-call rotation.
Coordinate with various teams, raise support tickets for all issues, analyze root cause, and assist in efficient resolution of all production processes.
Monitor all alerts and maintain logs of all issues and ensure resolutions.
Responsible for monitoring and maintaining all environments, including development, QA, UAT, and production.
Coordinate with Application Development Team and Infrastructure teams to successfully deploy software releases.
Monitor process and software changes that impact production support.
Research, develop, and deploy automation scripts and tools to improve the teams overall efficiency.
Document and execute disaster recovery processes.
Work with global customers to resolve complex technical issues and maintain high customer satisfaction.
Provide telephone/email support to clients for their queries
Log and resolve customer issues.
Provide technical support within the agreed SLA while ensuring that customer satisfaction goals are achieved
Customer correspondence, including documentation of user guides and other resources
Escalation and reproduction of technical issues for the development team
QA tasks and technical documentation
System monitoring
Follow the escalation process: promptly identify cases to be escalated and assure cases are prepared for escalation (thoroughly investigated and documented)
Ensure proper recording and closure of all incidents and support issues within JIRA
Provide ongoing feedback on product usability and suggestions for improvement and provide technical leadership
Participate and Support the organizations internal projects
Prepare accurate and timely reports.
Remains knowledgeable of MSB product line, current industry products, and technologies

Must-Have Skills:
Communication (verbal and written).
Ability to learn quickly.
Recent experience in Level 1 Support role.
Team player.
Education: MCA/ PGDCAr r r r r r r BE/ B.Tech (Engineering)
Industry: IT-Software

Skills Required