Engineer, Support Job in Pennant Technologies Pvt. Ltd.

What we are looking for:

• Bachelor s Degree in Computer Science Engineering (or related technical discipline)
• 3 5 years of relevant application support experience in L1 role with a strong customer interaction experience
• Prior experience in supporting the Lending Software Applications with excellent insights of the complete loan life cycle stages and how they are being managed in a software application.
• Experience with supporting Java/J2ee based n-tier web applications
• Strong customer service and support focus with a desire to deliver a high quality Service
• Excellent ability to learn and articulate software-related and technical concepts
• Passion to be a part of a hardworking and winning team and ability to multi-task in a fast paced environment
• Strong attention to detail when communicating with customers (verbal & written) and posses strong active listening skills

Responsibilities:

• Manage customer expectations regarding estimated response times for issue resolution
• Gather all the required informationneeded and provide to next level support (L2) for quick/accelerated investigation and to deliver fixes within SLA timelines
• To support/resolve software and technical questions from the end users of the customer efficiently and effectively
• On need basis discuss with the business teams to seek additional details about the issue.
• Prioritize the ticket with the right severity levels basis business impact understanding from the client.
• Collaborate with all the Product Support team members to properly manage customer inquiries and escalate when appropriate.
• Own software product issues of the client from initial reporting to resolution, coordinating with L2 and L2 team and communicating the progress/resolutions with customers on regular basis.
• Run monitoring reports for usage, performance, and/or availability.
• Gather the logs from the software product and also the app server and perform the initial investigation
• Coordinate with end user and support the L2 and L3 team in recreating the reported issue.
• Meet SLAs like response and resolution times by partnering with L2 and L3 Support organizations