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Job Title
Customer/Technical Support & Solutions Support EngineerPrimary
Duties/Responsibilities
Be the first level of contact for customer related issues
- Receive and respond to customer issues and queries
- Keep customer informed about the resolution of issues
- Understand and Analyze customer issues and route to appropriate
group for further resolution
- Simulate customer problems
- Facilitate communication between customers and Engineering
- Document customer issues for future reference and knowledge base
- Provide patches to customers
- Provide solution/workarounds to customers by referencing documents, release notes, product
documentation, knowledge base etc. in the shortest possible time
- Assist in formulating and streaming the support process
- Articulate customer issues
Position: Customer/Technical Support & Solutions Support Engineer
Location:Bangalore
Job Title
Customer/Technical Support & Solutions Support Engineer
Primary Duties/Responsibilities
Be the first level of contact for customer related issues
- Receive and respond to customer issues and queries
- Keep customer informed about the resolution of issues
- Understand and Analyze customer issues and route to appropriate
group for further resolution
- Simulate customer problems
- Facilitate communication between customers and Engineering
- Document customer issues for future reference and knowledge base
- Provide patches to customers
- Provide solution/workarounds to customers by referencing documents, release notes, product
documentation, knowledge base etc. in the shortest possible time
- Assist in formulating and streaming the support process
- Articulate customer issues
Soft Competencies
Excellent communication and understanding skills
Functional Competencies
- Working knowledge of LINUX
- Knowledge of EAI/Messaging/Web Services/SOAP/ESB/Middleware
- Knowledge of networking, messaging technologies desirable
- Experience in Installation and Configuration of products
- Experience in customer support, specifically telephonic
- Preference for someone with a QA and Customer Support experience
