Interact & work closely with internal support team members of L1/L2/L3.
Supposed to maintain rigorous monitoring & customer support standards to be maintained looking at timely service/product issues & the way they are being handled for quicker resolution time.
He/She should be able to provide floor support & forecast issues based on system issues and handle escalations effectively. Ideally candidate should be willing to work in rotational shifts/weekly offs.
He / She should be able to formulate training sessions, product documents, make reports and weekly release notes to support team.
Manage the SMS platforms, Linux Servers and Web Servers
Responsible for taking control, diagnosing and troubleshoot basic technical issues of end user
Provide support in managing operator connectivity
Communicate with customers via phone and email to troubleshoot and offer timely updates and respond to queries
Ensure proper recording and closure of all issues
Additionally, provide E-mail support and respond to customer emails and call support by responding to customer calls
Knowledge of entry level database and understanding of PostgreSQL/MySQL is essential
Knowledge of Basic Shell / Perl scripting
Understanding of Linux environment
Experience in working on webservers like JBoss, Apache and Tomcat
Excellent communication in Hindi and English (written & verbal) and interpersonal skills