·
Be able to understand customer issues and
take appropriate actions to resolve the same
·
Own and resolve all cases for global customers,
adhering to defined SLAs
·
Document learnings and create knowledge
articles for repeated cases
·
Replicate and maintain customer
environments
·
Maintain knowledge of customer solution and
customization
·
Create and Present webinars for customers
·
Participate in SIG forums and share
expertise with customers
·
Maintain sense of urgency and swiftness
with all customer interactions
·
Act as Technical/Functional POC for all
cases
·
Improve Customer Satisfaction by providing
quality and timely solutions to reported issues and follow-up until closure
·
Experience in technical support of
enterprise applications or Development experience. And demonstrated track
record of supporting Tier 1 and Tier 2 companies (Manufacturing/Retail/3PL)
Skills Required:
·
OS Windows, UNIX, DB - RDBMS Concepts,
Oracle, MS SQL Server, SQL/ PL SQL
·
Application Related - Java /C -Basics, JVM
Architecture, Basics of Integration, Apache /IIS
·
Web-application - Understanding of 3-tier
web application architecture, experiencing in configuration and troubleshooting
of web servers (WebLogic / I planet / WebSphere) (Good to have)
·
Cloud Infrastructure - Enterprise, Cloud, Network
Setup, 2-3 Tier Architecture, Cloud /Hosting Services, Public Cloud Azure, AWS
etc.
·
ITIL, Application Support, Customer
Management, problem solving skills, MuleSoft, Salesforce
·
Knowledge of JDA/ other Warehouse
Management and Transportation Management Solutions
·
Hands on experience on Integrator, MOCA
Architecture and MOCA Language
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