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Product Technology Lead

Gurgaon, HR
Job Code:
  • IT
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Job Details

The Technical Support organization is responsible for creating high customer satisfaction by resolving customer product issues in a consistent and fulfilling manner on a world-wide basis. Members of the Technical Support organization combine strong product expertise with knowledge of technical support processes and excellent customer service to meet or exceed customer expectations in case handling.Requirement5-7 years of directly related work experience and a Bachelors degree or higher in engineering, computers, software, IT or management related discipline.Broad range of troubleshooting skills related to software functionality, application server setup, database management, data analysis, app server configuration, performance tuning, installation, migration, and upgradesShould be flexible with 24*7 working hoursSupply Chain Domain knowledge is a plusAction Oriented, Customer Focus, Ability to Manage and Measure WorkAbility to build strong peer relationships.Key Responsibilities1. Case Processing & HandlingActs as a trusted advisor committed to delivering an excellent customer experience by applying expert product knowledge to provide solutions for complex cases, and onsite technical assistance/support for customers (as needed).Complies with ISO 9001 quality objectives and processes.Maintains a strong composer during customer, management, and peer interaction and requires minimum supervision with case processing and customer service.Develops, provides, and documents solutions and/or workarounds for customer problems following the Knowledge Centered Support (KCS) best practices.Contains a high competency level of the functions and modules within your product area and assists with creating and/or delivering technical training when necessary.Weekend Support Engineers (as needed or as per shift schedule)Provides in-office or backline support during the weekends with minimum R&D assistance and management supervisionSupports planned engagements based on customers requests.Assists peers with existing cases and completes weekend project assignments.2. Local Technical Expert/Tactical Support EngineerFocuses on difficult technical issues to deliver timely high-end solutions to customers.Provides technical & service handling assistance to engineers who need help investigating customer issues.Closes gap between technical support, R&D, and Product Management to improve resolution efficiency.Effectively investigates all backline escalations; supporting issues at the product code level (read access) to provide recommendation to customers on workarounds, or to R&D on corrective maintenance.Drives significant product improvements with R&D, PM or Tech Pubs.Provides on-site support as needed and after hour support calls on a rotating basis (scheduled in advance or for planned engagements).3. MentorServes as a role model for new hires or ATSEs / TSEs / junior-STSEs, leading by example on technical, procedural, and customer handling issues.Provides coaching by working with the mentee on active case processing and quality service mindset. In addition to having regular follow up meetings to discuss their progress.Provides regular feedback to mentees manager to ensure the mentee completes assigned training/certification and progresses accordingly to plans.
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering)

Experience: 4-7


Application Programming | Client Server | Configuration/Release Mgmt | Project Leader/ Project Manager
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