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Keywords / Skills : Customer service, Technical support, Troubleshooting, SQL, Debugging, Windows active directory, Management, Microsoft technologies, Training

2 - 6 years
Posted: 2019-05-29

Industry
IT/Computers - Software
Function
IT
Role
Team Leader/ Technical Leader
Posted On
29th May 2019
Job Ref code
040319500139
Job Description
Job Description:
    Requirements: SQL Support, Troubleshooting, Debugging, Active Directory

    Shift Timings: Night Shift

    Experience - 8 years

    Job Requirements:

    Experience in supporting products/ applications based on Microsoft technologies like Windows, Active directory.

    Code debugging skills (not writing the code, but just reading through the code and understanding the logic).

    Good understanding of database as SQL (writing queries, running performance tools etc)

    Excellent written and verbal communication

    The primary duties for this position include but are not limited to:

    Technology Proficiency

    Provide technical assistance to customers on Aptean products via phone, email and/ or remote access.

    Perform advanced problem analysis and isolate problems of a complex level of difficulty.

    Reproduce customer issues in house.

    Publish articles in our in- house knowledgebase.

    Able to learn a wide variety of technologies at a rapid pace

    Document customer problem information, recommendations, and resolution in a clear and concise manner using Incident tracking system.

    Ensure adequate telephone ACD queue coverage

    Communicate appropriately and provide regular updates to customer and management.

    Teamwork

    Achieve and maintain targeted KPA s such as number of cases closed or issues resolved, along with other established goals.

    Along with the Technical Support Manager, set realistic personal training and product certification goals.

    Leadership and Entrepreneurship (Excellence Orientation) Qualifications and Requirements Qualifications.

    Professional Communication

    An excellent customer service attitude and the ability to interact with customers in a professional manner are required.

    Must have the ability to work in a fast- paced environment and use judgment in handling customer calls and providing technical assistance

    Strong written and verbal communication skills

    Leadership

    Ability to identify major concerns from the field and relay those concerns to management in an appropriate manner.

    Can do attitude with a strong will to lead by example.

    Ability to follow directions and be self- motivated.

Desired Candidate Profile
    Please refer to the Job description above


About Company

Aptean Aptean is a leading provider of industry-focused mission critical enterprise software solutions. We build and acquire solutions to support the evolving operational needs of our customers. Our solutions help nearly 5,000 organizations stay at the forefront of their industries by satisfying their customers and continuing to operate more efficiently
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