Application Support - Bengaluru / Bangalore - confidential

    confidential
    confidential Bengaluru / Bangalore

    3 days ago

    Full time
    Description

    Applications Support Engineer - Tier 2

    Location: Bengaluru Shift Timing: Permanent Night Shift (12 AM - 9 AM)

    Job Mode: Remote currently, Candidate should be open to working from office once return to office is implemented.

    Experience: 2-4 Years

    Job Description -

    As an Application Support Engineer for the Google Cloud Systems Production Support Systems Team, you'll provide front-line technical soware support to customers, partners, and internal users and teams who use a variety of proprietary tools and applications, along with Salesforce CRM. You'll triage support tickets from dierent queues, and work with customers to gather information and have the ability to triage and troubleshoot the issue that they're experiencing. This includes driving an issue towards resolution, engaging with internal teams, and escalating cases when needed. The candidate should have experience with identifying and diagnosing issues, a good grasp of web technologies, strong customer service instincts, and strong communication skills.

    ● You would be responsible for: Triage, troubleshoot, and resolve customer issues in multiple queues with competing priorities. This includes issues with various internal proprietary tools, Google Cloud tools and applications for external customers, Salesforce CRMs, browser issues, and other technical problems encountered by enterprise Google Cloud customers.

    ● Interacting with users, customers, and team members via wrien communication, primarily through a customer support ticket.

    ● Research problems and solutions, and collaborate with several team members and subject maer experts, collaborate with peripheral teams such as: order management, deployment, sales, and partner programs to pinpoint the root cause of complex soware issues or recommend feature requests.

    ● Work with internal customers, including the Google Cloud sales and marketing, and support teams, who use Salesforce CRM. Assist with elding questions and resolving access or technical issues involving the sales process in Salesforce, provision users with access.

    ● Work with external customers and partners, who use Google applications and tools for enterprise customers. Assist with access or technical issues, provision customers & partners with access to these applications and tools.

    Requirements:

    ● BA/BS degree preferred, leaning towards a technical or analytical program such as engineering or math.

    ● 2-3 years of prior experience of providing technical customer support for Cloud applications and web technologies.

    ● Familiarity with Salesforce is a must; SQL is preferred.

    ● Good to have knowledge CPQ/CLM

    ● Strong analytical skills with detail-orientation and an innate ability to drive issues towards resolution.

    ● The ability to dig deep to identify recurring or unknown issues; and provide root-cause analysis.

    ● Strong customer support skills, and the intuitive ability to handle people well.

    ● Must have excellent verbal and wrien communication, including strong documentation skills

    ● Must be a team player with a passion to learn and adapt to a rapidly changing environment

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