Responsibilities:
• You’re the first and most important contact person for our clients with regards to any issues, product feature change request, or inquiries.
• Proactive monitoring of the issues reported by clients on various channels such as email, phone, chat, or support portal.
• Identify and analyze the reported issues on priority basis, troubleshoot and resolve them
with utmost client satisfaction.
• You will be taking ownership of technical issues, understanding customer requirements
and workflow.
• Working with various teams to resolve issues and cater client’s feature change request.
• Strong acumen to propose any workarounds to the client for any breakage in product or
services.
• Document issues reported by clients in the ticket which can serve the purpose of
repository or considered as details for escalating issues internally.
• Provide timely and relevant updates to clients on movement of their issue or development in their requirements.
Required Skills:
• 2-5 years of relevant work experience in Software Technical Support.
• Understanding of Linux Server and sound knowledge of the command lines.
• Acumen to do log analysis on Linux Server, debug the error/exceptions found in the servers.
• Basic knowledge of Networking Hardware - Switches, Routers, AP & Firewalls.
• Knowledge of databases like MySQL, MongoDB to fetch data through SQL query.
• XML/JSON, Postman understanding will be an added advantage.
• Server Health monitoring using enterprise tools like Grafana, Prometheus, Nagios.
• Basic understanding of serial communication and device automation and API integrations.
• You should be flexible to work in rotational shifts, including weekends and public holidays.
• Hands-on knowledge of service desk software like Jira and Zoho Desk.
Personality Attributes:
• You’re a confident person, with good communication skills, and wear a go-getter
attitude.
• Team player with positive attitude and knack to learn anything that come your way.
Brownie Points on:
• Working experience on Hospitality Software Products, or IT support in standard hotels.
• Understanding of Networking standards such as TCP/UDP, IP Routing, Bonding, VLANs, Bridging, DHCP, DNS, FTP, SSH, IP Routing Troubleshooting, Packet Loss/Jitter.