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Location

Secunderabad | India

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Job description

As a SaaS solution provider, our clientsu2019 Administratorswill provide most L1 User Support to solve simple issues, such as loginproblems and user permissions.

Therefore, our Support Team consists of L2Application Support team members who investigate more advanced problems thatmight require the introduction of minor changes to an application, such asconfiguration issues, account administration, or services restart.

L2Application Support can only be provided by engineers with a deep understandingof our software.

When necessary, our L2 Application Support Engineers escalateissues to our Software Developers (L3 support) to tackle complex issues on thecode and database level, and who can provide hot fixes and minor enhancementsto the application.

Requirements

L2 APPLICATION SUPPORT DUTIES AND RESPONSIBILITIES:

Learn everything about our software and use thatknowledge to ensure client success.

Support client administrators across multiple organizations.

Handle inquiries regarding all technical issues, information requests on application capabilities, navigation, and configuration.

Gather information for analysis, carry out thenecessary research, set up test environments, replicate issues locally, andpropose resolutions or workarounds.

Prioritize and triage tickets in accordance withthe Service Level Agreement (SLA) and take ownership of the issue to ensurethat it is resolved correctly, accurately, and within SLA deadlines.

Escalate critical production issues, such assystem unavailability and data integrity issues, to L3 Support whilemaintaining communication with the client.

Be a client facing representative of theDevelopment and Product teams.

Maintain high-level customer satisfaction andcustomer service skills.

Build strong and professional relationships withusers of PSC Software ACE application.

Document solutions, workarounds, and createknowledge articles in standard Customer Service Portal.

Meet weekly with Senior Technical SupportManager and other Technical Support team members to discuss issue trends andimprovement opportunities.

REQUIRED SKILLS AND EDUCATION:

• BA/BS degree (or higher) in Computer Science orrelated technical field.
• 3+ years of experience in an L2 ApplicationSupport role for SaaS solutions.
• Strong customer service experience and abilityto handle escalations.
• Ability to troubleshoot, diagnose root cause,and provide solutions that ensure the application performs to clientexpectations.
• Possesses the confidence, communication, andinterpersonal skills to lead customers, from technical personnel to C-levelexecutives, in urgent or critical situations.
• Detail-oriented and able to manage multipletasks and priorities in a timely manner.
• Ability to quickly learn and communicatetechnical information.
• Excellent verbal and written communicationskills in English.
  
  

  DESIRED SKILLS, EDUCATION, AND CERTIFICATIONS:

• Experience as a software system administrator.
• Experience in the life sciences or other heavilyregulated industry.
• Experience with various infrastructure services,cloud services, storage, databases, Office 365.

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Job tags

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Salary