Software Support Engineer

Job Req ID: 6460 

SOFTWARE SUPPORT ENGINEER

Responsibilities

• Provide Technical Support through phone, email, ticketing portal
• Provide first-level support to end-users
• Provide application support and troubleshooting on reported issues
• Handle technical escalations from users
• Escalation to Upstream Tier 3 (System Team)
• Manage ticket queue and take ownership and responsibility of queries, issues and problems assigned
• Ensure that daily operations and tasks are properly completed or followed up
• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
• Provide issue tracking, verification and documentation
• Create/Update process of support documentation and ensuring that the team is made known of the processes
• Provide onboarding training to newly onboarded users
• Motivated and taking initiatives in problem solving

Requirement

• Good communication & interpersonal skills
• Good customer handling skills
• Experience in software development, software technical support
• Diploma or Degree in Computer Science/Information Technology
• Preferably with 1 to 2 years of relevant experience in software support
• Strong analysis, research, investigation and evaluation skills with structured approach to problem solving
• Willing to learn new things and must have can do attitude
• Motivated and taking initiatives in problem solving