Application Support - Voice - SQL Upto 6L CTC

Application Support - Voice - SQL Upto 6L CTC

04 Jan
|
Oxilum Technologies
|
Bengaluru

04 Jan

Oxilum Technologies

Bengaluru

Location: Bangalore (Work From Home)



Role: Sr.Associate - Infrastructure(L2)



Experience Range: 1 - 3 Yrs



CTC: 6.2L PA + 2750 bonus per month



Notice Period: Immediate



Must Have: International calling experience with Excellent communication skills & SQL



RESPONSIBILITIES:



- Provide first-line telephone technical support for the Q2 Solution

- Troubleshoot/resolve advanced money movement, Sev 1 and Sev 2 customer issues

- Answer phone calls with acceptable service levels

- Accurately record cases, including customer comments, proper categorization, and fully document issues for quick resolution without requiring additional contact with the customer to obtain basic details

- Accurately establish and record case priority







- De-escalate customer concerns and provide resolution

- Use available tools, procedures, instructions, and documents to resolve technical problems

- Maintain in-depth knowledge of Q2 Solution usage to answer how to questions and provide step-by-step instructions to customers

- Thoroughly document all research/conversations utilizing a case tracking system

- Provide regular updates to customers regarding ongoing troubleshooting and resolution efforts

- Manage an individual open case queue, while being assigned new cases daily

- Will receive escalated cases and tasks from customers or management, and must prioritize accordingly

- Escalate unresolved problems to the appropriate resources and departments in accordance with published guidelines

- Develop and maintain effective relationships with customers

- Follow internal change control process to implement any required product modifications

- Occasionally assist with testing emergency product fixes received from Product Development







- Often make data or configuration edits in a production environment, requiring extreme care and attention to detail

- Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to

- Communicate customer status, concerns, and issues to the Operations Management as needed

- Work closely with employees in other functions, such as implementations and development



Qualifications:



- Must have at least one year of previous phone technical support experience

- Familiarity and exposure in SQL Databases (Qtools)

- Familiarity of application support within multi-tier environments (web, application, database)

- Familiarity with support Production Change Processes

- Understanding of remote tools and basic networking required







- Previous enterprise/mid-sized software support or delivery experience preferred

- Excellent communication and organizational skills required

- Ability to quickly learn new technologies and programs such as the Q2 Architecture and the Q2 Platform

- Previous customer service experience preferred; Must have ability to aid customers in a respectful, helpful manner

- Knowledge of Banking practices is helpful



***If interested call or ping your cv @ 9710127261****



Regards,



Vino



Recruitment Lead - Oxilum



[email protected]

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