Perform regualar monitoring on dashboards and daily health checks also alert the resolver group during critial issues.
Manage superior customer satisfaction and delight by timely resolution of customer queries and technical issues. Should be able to dive into any kind of customer challenges and issues without hesitation.
Strive for excellence in customer experience by looking beyond stated issues, by anticipating customer challenges and keeping end customer needs in mind.
Collaborate with partners support teams and leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.
Follow standard operating procedure and Escalate issues in timely manner to involve the right level of decision maker
Flexible to work on late night shifts or early morning hours in office premises on rotational basis.
6 months - 2 years of experience working in Application support during night or rotational shifts.
Basic understanding of Unix and Java
Excellent trouble-shooter. Strong analytical and problem solving skills.
Excellent written and verbal communication skills, ability to explain complex technical issues clearly to non-technical users.
Passion for superior customer experience and ready to go extra mile for customer delight.
Ability to collaborate across teams and strong interpersonal skills.
Understanding on AWS will be added Advantage.
Familiarity with customer relationship management systems and process would be a plus