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BriefCase

Client Support Executive Job in Ascentx Software Development Services Pvt. Ltd.

Client Support Executive

Ascentx Software Development Services Pvt. Ltd. 4+ weeks ago
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Job Summary

Client Support Executive

  • 2-5 Years
  • Chandigarh
  • Job Category : IT Software - Technical Support

  • JOB TITLE: Client Support Executive
  • NO. OF POSITIONS : 3
  • JOB CATEGORY: IT Software - Technical Support
  • ROLE: Customer Support- Technical Support
  • EXPERIENCE REQUIRED: 2-5 Years
  • LOCATION: Chandigarh
  • PROFESSIONAL QUALIFICATION: Graduate in B.Tech B.Sc IT/B.Sc/MCA/ Diploma etc
  • KEY SKILLS:
  • Good Knowledge of UNIX and SQL.
  • Proficiency in operation and MS Office.
  • Excellent verbal and written communication skills.
  • Knowledge about domain/hosting/emails will be an added advantage.

Roles & Responsibilities:

  • Part of the team that manages and supports 24/7 production systems with an on-call rotation
  • Coordinate with various teams and raise support ticket for all issues, analyze root cause and assist in efficient resolution of all production processes.
  • Monitor all alerts and maintain logs of all issues and ensure resolutions.
  • Responsible for monitoring and maintaining all environments including development, QA, UAT and production.
  • Coordinate with Application Development Team and Infrastructure teams to successfully deploy software releases.
  • Monitor process and software changes that impact production support.
  • Research, develop, and deploy automation scripts and tools to improve the team's overall efficiency.
  • Document and execute disaster recovery processes.
  • Work with global customers to resolve complex technical issues and maintain high customer satisfaction
  • Provide telephone/email support to clients for their queries
  • Log and resolve customer issues
  • Provide technical support within agreed SLA while ensuring that customer satisfaction goals are achieved
  • Customer correspondence including documentation of user guides and other resources
  • Escalation and reproduction of technical issues for the development team
  • QA tasks and technical documentation
  • System monitoring
  • Follow the escalation process: promptly identify cases to be escalated and assure cases are prepared for escalation (thoroughly investigated and documented)
  • Ensure proper recording and closure of all incidents and support issues within JIRA
  • Provide ongoing feedback on product usability and suggestions for improvement and provide technical leadership
  • Participate and Support organization's internal projects
  • Prepare accurate and timely reports
  • Remains knowledgeable of Ascentx product line, current industry products and technologies

    • Must Have Skills:

  • Communication (verbal and written)
  • Ability to learn quickly.
  • Recent experience in Level 1 Support role.
  • Team player.
  • Flexible and willing to work long hours including during nights.

    • Add-Ons:

  • Business analysis skills
  • Development/QA skills
    • Apply Now
    Qualification :
    MTech/ BTech/ B.E./ MCA/ BCA/ MSc. (IT)/ BSc (IT)
    Experience Required :

    2 to 5 Years

    Vacancy :

    2 - 4 Hires

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