Job Description

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Role & Responsibilities * Working in 9 hour shifts weekdays and on call on weekends answering customers\' calls.

• Customer satisfaction is of utmost important by owning and performing end state resolution and following the protocol of timely updates
• Utilize the job ticket system to log all requests and activities including documentation of special requests and solutions to problems for future use by other Techs, Engineers or Analysts.
• Verifying information according to companies\' data base, checking eligibility and level of support according to contract.
• Gathering information regarding the technical problem that accrued by in order to diagnose the problem in the system.
• Connecting remotely to the customers system to try to resolve or diagnose the problem.
• Understanding the root cause of the problem and trying to define a long term solution.
• Managing requests in the CRM system
• Prioritizing cases.
• Escalating cases to higher tiers according to the defined protocols or by taking the required decision on situation basis.
• Gather deep dive knowledge of our products which will play key role in the success of servicing our customers

Education:

• College degree (B.E) preferred, preferably in Information Technology, Computer Sciences, Electronics and Telecommunication or related technical degree

Skills and Experience: * At least 2-6 years\' experience in providing technical support to end customers.

• Should have done application/product support along with basic infrastructure support
• Should have strong Analytical skills
• Should have strong skills of analyzing the Application and Windows.
• Should have strong understanding of SQL and IIS or Webservices.
• Strong troubleshooting and problem solving skills are required.
• Understanding of ETL (Extract, Transform. Load)(Added Advantage)
• MicroStrategy familiarity or other reporting tool concepts.(Added Advantage)
• Experience in connecting remotely to customer\'s site through a specific system
• Experience -on any analytics application support - advantage, exposure to telephony -(Added advantage)
• Ability to learn new software tools
• Excellent ability to provide top notch service
• Excellent spoken and written English
• Organized in the work environment

NICE Systems