We are looking for an enthusiastic and self-motivated Technical Support Specialist to join our team in Bangalore.
- Elevate experiences: Delight users with exceptional technical support, exceeding expectations through efficiency and professionalism.
- Become a trusted advisor: Coach and guide customers on leveraging Diligent products and systems to their fullest, tackling complex issues with expertise.
- Master tech and build bridges: Troubleshoot application errors, support installations and upgrades, and navigate interconnectivity with other technologies.
- Build lasting relationships: Cultivate trusted partnerships with customers, ensuring they have the right tools and maximize their value.
- Champion knowledge: Craft clear and accurate product documentation, contributing to our Knowledge Base and ensuring information stays fresh.
- Collaborate for success: Share knowledge and expertise with your team, fostering a culture of efficiency and growth.
- Be the hero: Take ownership of T2 queue cases, consistently meeting SLAs and diligently tracking customer interactions.
- Embrace continuous learning: Invest in your growth, expanding your product, technical, and industry knowledge through self-development initiatives.
- Embrace global responsibility: Show flexibility to provide 24/7/365 support coverage when needed.
- Connect and celebrate: Actively participate in team and company events, building bonds beyond the typical workday.
What you need to succeed
- An Engineering degree in Computer Sciences, Information Systems or related fields
- Experience with Microsoft SQL Server - installation, configuration and performance.
- Experience working on large-scale, N-tiered enterprise web applications.
- Proficient in SQL, stored procedures, database schema with hands on experience in enterprise projects
- Experience supporting the functionality of complex enterprise business applications (beyond just installation, setup, configuration)
- Ability to research, learn, apply, and adapt to new functionality and technology.
- Self-motivated, able to multi-task and remain productive without close supervision.
- Excellent oral and written communication skills
- Ability to work under pressure to resolve complex and time sensitive client issues from beginning to end.
- Ability to work independently and within a team, escalating issues when appropriate.
- Ability to manage case load to meet defined service levels while customer
expectations and follow up. - Past work experience in a support role in a software product development company is a
big plus
