Experience:
3 - 5 Years
Education:
UG - Any Graduate - Any Specialization
PG - Any PG Course - Any Specialization
Industry Type:
IT-Software/ Software Services
Functional Area:
ERP, CRM
Job Description
Responsible for providing a high level of customer service and satisfaction on a technical and functional level in resolving customer problems related to Pivotal products. The Support Specialist is responsible for problem tracking, diagnosis, replication, troubleshooting, resolution and escalation using sound judgment and creative problem solving. Reports to the Team Lead or Global Support Manager for the assigned product area and will have frequent contact with customers, peers, and members of the Professional Services, Technical Account Management, R&D and Customer Account Management business units.
Desired Candidate Profile
Key Responsibilities:
Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying and investigating incidents
Offer complete and timely technical explanations to customers throughout the incident resolution process and ensure that customers' technical staff fully understand issue, its resolutions and means for prevention
Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments
Clearly and concisely document all customer interaction and all steps taken to resolve incidents
Take ownership of and follow-through with all priority customer incidents
Escalate customer issues to the Team Lead as appropriate
Observe trends with technical issues and recommend improvements to design, documentation or implementation
Ensure professional telephone manner at all times
Acquire and maintain current knowledge of relevant products and service offerings
Develop expertise within product area
Develop sound understanding across all areas within the support team
Contribute to a customer focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer incidents as quickly and effectively as possible
Attend training sessions offered and assist with peer training as needed
Create knowledgebase articles and documents, validated and verified, to be shared with customers and peers
Experience:
3+ years relevant work experience
Experience working with multiple stakeholders in problem-solving environment
Skills Required:
Thorough understanding of relational database concepts and architecture .
Programming experience especially with 4GL, XML, HTML or C# Windows networking skills
Excellent time management and organizational skills
Must have excellent verbal and written communication skills
Strong analytical problem solving and decision making skills
Ability to work efficiently and independently
Ability to create, install, and upgrade software and apply patches
Display strong work ethic and do whatever it takes to get the job done
Ability to handle difficult or sensitive situations with diplomacy and tact
Preferred:
Network installation and administration experience
Understanding of IIS and website administration
Understanding of .NET framework
Experience debugging one or more of the following: HTML, XML/XSL, Jscript, ASP, VBScript
Experience programming one or more of the following: Visual Basic, .NET (VB, C#, ASP), Java, C++, T-SQL / SQL*Plus
Exposure to Business Objects and Crystal Reports
Ability to provide meaningful and constructive feedback to others
Track record in providing outstanding and unparalleled customer service Microsoft Certifications (MCDBA, MCITP)
Company Profile
AccurumTechnologies, LLC is a New Jersey based well established Business Solution Provider, IT-Staffing company.
AccurumTechnologies provides information technology consulting, project outsourcing and managed service solutions. Accurumtechnologies LLC specializes in data warehouse, portal, application development and enterprise systems integration solutions. Accurum works with leading companies in the Healthcare, Consumer & Industrial Technology, Public Sector and Financial Services industries throughout the U.S.
Accurum Technologies LLC. is an equal opportunity employer and we are determined to hire candidates for various job opportunities we have with our clients.
Please send your update resume to sumit@accurumtechnologies.org
www.accurumtechnolgies.com
Keywords: RDBMS, DBA, ERP, Technical Support,.Net
