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Associate Technical Support Engineer
Brand: SumTotal
Req#: 484265
Updated: 01/02/2019
Job Type: Regular
Location: Hyderabad India
Category: Support
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Job Description

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.                    

Provide guidance, assistance, and mentoring support to junior team members                   
3-4 years of experience                   
   

                           
 
   
                           
                     
                                 
                             
 

 


Skills/Requirements

 

Technical and practical expertise in Windows 2000 Server, IIS, ASP, .Net, SQL Server or Oracle        
Strong customer service focus        
Good problem solving skills        
Excellent communication skills       
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      

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Skillsoft is an Equal Opportunity-Affirmative Action Employer: It is the policy of Skillsoft Corporation to provide equal employment opportunities to applicants and employees without regard to race, color, national origin, citizenship, religion, sex, sexual orientation, age, marital status, disability (mental or physical), protected veteran status, genetic information or any other class protected by law