Job Title : Technical Support Engineer

Experience:  2-5 years

Job  Type : Permanent

Job  Location : Pune, India

Responsibilities:

• Provides prompt and courteous service to internal inquiries within one business day.
• Reviews Tier 1 and/or Tier 2 requests via e-mail and web-based ticketing system.
• Responds to all requests within 1 business day
• Fulfills Deployment Plans sent from Implementation teams and course packaging/branding.
• Uses logical working knowledge of cloud-based applications to troubleshoot Systems.
• Performs tests to isolate source of web-facing issues.
• Maintain a prioritized issue list, success criteria, and correlated action plan to drive resolution to critical issues that are escalated to the development team.
• Verifies technical fixes from the development team.
• Act as a liaison for all joint Support and Development escalations, reporting back the current status to key stakeholders.
• Focus on problem avoidance. Works with other teams to develop processes and procedures to remediate repeating escalations.

Skills/Experience:

• Technical background should enable candidate to troubleshoot issues relating to web-based training products that reside in the cloud and are used by corporate customers within their internal networks.
• Minimum 2 years of experience.
• Ability to effectively manage development escalations arising from internal teams.
• Genuine passion for customer service with interpersonal and diplomatic skills.
• Excellent grammar and written communications skills.
• Extremely detail-oriented and accurate.
• Experience handling customer escalations preferred.
•           Bachelors / Master’s degree in one of the following areas: Computer Science, Information Technology or related field.

Interested candidate can drop their CV at sangden.sherpa@isourcecorp.com

7755901232