Associate Support Engineer

Responsibilities:

• Provide support to clients related to technical and operational aspects of products, including troubleshooting, ticketing system updates, support case acknowledgements, provisioning activities, etc… 

• Offer alternative solutions where appropriate with the objective of retaining clients’ business. 

• Identify and escalate priority issues per client specifications; redirect problems to appropriate resource

• Provide necessary information, observations, logs and all required support to respective resources to diagnose a reported or an escalated case

• Provide guidance to clients in the use of products.

• Improve products performance by identifying problems; recommending changes.

• Monitor and ensure compliance with service level agreements.

• prioritize and resolve open cases Improve client references by writing and maintaining documentation.

• Participate in development of client training programs by identifying learning issues

Qualifications:

• 0-2 years experience in Software Support

• Database Administration

• Windows/ Linux Administration is a must

• Knowledge of Java/JEE Application Servers is a plus