- Hands-on Experience with
Harmony Data Integration Technologies - Bangalore/Anywhere in India/Multiple Locations - Harmony Data Integration Technologies Pvt. Ltd.
2 weeks ago
Description
Job Description :
Key Responsibilities :
Issue Resolution :
Diagnose and resolve technical issues related to the PAS product, including software bugs, user operation errors, and compatibility issues.
Customer Support :
Deliver prompt and accurate support via phone, email, chat, or in-person, ensuring a positive customer experience.
Technical Escalation :
Escalate unresolved issues to higher-level technical teams or specialists, ensuring comprehensive support.
Software Updates and Maintenance :
Guide customers through updates and inform them about new product features and enhancements.
Documentation :
Maintain detailed records of customer interactions and contribute to the development of knowledge base articles and troubleshooting guides.
Base Setup and Configuration :
Assist with the setup and configuration of OPTIC deployments, including venue hierarchy, dashboards, notifications, alerts, and capacities.
Availability :
Be available outside regular business hours, including nights and weekends, to provide support across different time zones or during emergencies.
Product Feedback Loop:
Collect and analyze customer feedback to identify trends and recurring issues, reporting findings to improve the product.
Training and Education:
Assist in creating training materials and conduct sessions for customers and internal staff on effective product use.
Qualifications :
Monitoring Tools:
Experience creating custom dashboards, configuring alerts, and conducting performance analysis using these tools.
Advanced Troubleshooting Skills:
Understanding and knowledge of diagnostics utilities, log analysis, and debugging techniques.
Familiarity with Incident Management Processes:
Proven experience with incident handling, such as familiarity with ITIL processes or specific incident management frameworks like the Incident Command System (ICS).
Proficiency in Cloud Technologies:
Experience with Azure.
Communication and Collaboration Skills:
Ability to communicate effectively with both technical and non-technical stakeholders, as well as your experience collaborating with cross-functional teams to resolve complex technical issues.
Adaptability to 24x7 Support:
Flexible and willing to work in rotational shifts to provide round-the-clock support across different time zones.
Continuous Learning and Improvement:
Commitment to continuous learning and professional development, whether through certifications, training programs, or active participation in technical communities and forums.
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