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
SKILLS QUALIFICATIONS:
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
