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Senior Technical Support Engineer
Brand: SumTotal
Req#: 486847
Updated: 10/12/2018
Job Type: Regular
Location: Hyderabad India
Category: Support
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Job Description
Sr Technical Support Engineer will play a critical role in providing technical assistance for SumTotal’s global customer base. As a member of SumTotal Customer Support, Technical Support Engineers provide real-time technical support on SumTotal Enterprise products through e-mail and phone interactions with customers and by using SumTotal's internal incident tracking system. The fundamental goal of this position is to help our customers achieve success using our products. The job involves handling and resolving complex technical queries and issues in the areas of product functionality or architecture and defect correction                              
                         
                         
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                       
 • 6-8 years of experience                       
                         
                         
                         
Requirements (Must-Haves)                         
 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                        
5. Requirements (Nice-to-Haves)                         
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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