· Works collaboratively in a team environment with account managers, implementation and development resources to meet customer expectations regarding the resolution of maintenance issues / service requests. Recognizes repetitive customer issues to facilitate the development of quality products.
· Communicates effectively in written and spoken English with co-workers and customers around the world.
· Assumes responsibility for their own training and increasing their knowledge base as it relates to this position, making a personal commitment to use all resources available to achieve this goal.
· Makes a conscious effort to contribute value-added services and ideas to our customers.
· Demonstrates effective teamwork skills.
· Demonstrates ability to perform all position related tasks and master position requirements in order to earn advancement.
· Shows basic proficiency using Siebel CRM tool
· Applies technical knowledge which may include Unix/Linux , Windows operating systems. May also require SQL, Oracle and Shell Scripting knowledge to resolve complex software problems.
· Monitors and resolves the issues that are reported by the customer. Must have the ability to evaluate the impact of the issue to the customer and escalate issues. Act as the lead interface with the customer, internal or external, regarding support on our products.
· Ensures that approved methods, processes, and tools are consistently used.
· Ensures that customer needs are satisfied by providing specific product support. Manage efforts of company, customer, and third party vendors to ensure that an integrated solution is provided to meet the customer's need and within organizational expectations
· Will deliver the highest level of customer service and satisfaction while continuously demonstrating excellent teamwork, interpersonal skills, and commitment
· May hold scheduled calls with customers to review Service request status and prioritization.
· On-call duties may be required.
· Demonstrate sense of urgency for sensitive issues.
· Participate in customer visits and cutover support.
· Collaborate in drafting and reviewing customer communications.
· Contribute to the development of Product Analysts by assisting them with their daily work (mentoring)
Requirements:
· Bachelor's degree or equivalent technical experience strongly desired.
· Strong experience in technical troubleshooting is required
· Proficient English written and oral communication skills.
· Identify problems and be able to determine when appropriate escalation is required
· Experience using CRM tool is desired.
· Must be organized and able to multi-task and work in all areas as needed.
· Proven Analytical skills
· Basic knowledge on SQL commands, Unix/Shell scripting and advanced Windows Operating system command
