Requires working knowledge of technical customer service concepts and principles applies general knowledge of business and industry practices. Understands key business drivers and builds knowledge of the company, processes and customers. Under a moderate level of guidance, responsible for solving moderately complex problems following established policies and procedures. Collaborates with others to provide post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services. May provide remote technical and application support to customers, by phone and/or remote system access. Understands related issues presented by clients and can correlate issues quickly to products. Resolves unique or complex inquiries by researching technical publications, product guides and by working independently on common inquiries. May assists in testing products prior to product releases. Plans own work and adjusts efforts to meet goals. Supports the achievement of goals through own personal efforts.

Must Have Working Experience In:

• Running SQL queries on databases
• Ability to reproduce errors and troubleshoot issues using error logs, SQL queries, reviewing previous tickets, knowledge base articles, debug tools, etc.
• Ensure completion of tasks, taking full ownership of tickets, maintaining consistent communication with all affected parties
• Ability to setup and configure web applications on servers (e.g., SQL server, .NET application, IIS)
• Solid understanding of SAAS solutions (Cloud)

• Excellent written and verbal communication and interpersonal skills, with an ability to communicate effectively and professionally in both technical and non-technical language

Desirable Working Experience In:

• Authentication methods and security
• Procmon, Wireshark, FiddlerCap, SQL Profiler and Regedit
• Fluency in either Spanish or French is a plus

Responsibilities:

• Answering/resolving cases raised over the phone or via a web portal
• Remotely connect to customer environment
• Meeting SLA requirements
• Ability to meet and maintain customer support KPI targets
• Test, identify and document defects for the attention of the development team
• Contribute to the knowledgebase with up-to-date solutions
• Build strong working relationships with fellow analysts, knowledge specialists, and technical personnel to identify workarounds, solutions, and opportunities
• Become a subject matter expert (SME) for various technical and product related functionalities
• Adhere to and improve on current support processes
• Always remain customer focused
• Learn, support, and investigate the functionality of the software at all levels
• Work hours are 8:30am - 5.30pm or 10:00am – 7:00pm as required by team schedules

• Participate in TeamMate user conferences with the provision of client technical training and support Q&A as needed

• There is no regular travel requirement in the role, although occasional trips within the US and abroad may be required

Job Type: Contract

Pay: $35.00 per hour

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Tampa, FL: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

Speak with the employer
+91 6303645615

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