Job Description – TSE II
Responsibilities:
· Developing a deep knowledge of SumTotal’s range of enterprise products
· Solve basic common user problems in real time, including software functionality problems and questions; data communication/networking troubleshooting; installation problems and questions; and OS and browser related issues
· Communicating with corporate customers via telephone, email, or other media as applicable regarding technically complex problems identified in SumTotal’s software products, and maintaining effective customer relations
· Escalate top priority, production-critical issues to the appropriate technical staff
· Maintain ownership of issues until resolution, drive other teams as needed, set customer expectations accordingly.
· Resolve incidents in a timely manner as per SLA’s.
Skills/Requirements:
· Technical and practical expertise in Windows 2000 Server, IIS, ASP, .Net, SQL Server or Oracle
· 2-4 years of experience
· Strong customer service focus
· Good problem solving skills
· Excellent communication skills
· Ability to grow and work in a team
· Graduation in Engineering / Sciences or a Post graduate degree in Computer Sciences
· Background in application support & SAAS environment is advantageous
· Must be willing to work in shifts
|