Product Support Engineer

Position: Senior Engineer-Product Support

Job Location: Pune, India

Work Mode- Hybrid

Shift Time- Rotational Shifts including night shifts

Role Overview/Your Impact

• This position requires you to take full accountability ownership and resolution of all problems concerning our Telecom Expense Management Applications
• Liaison with Product team and Engineering Teams to solve/report any Product Issue
• Create appropriate knowledge base articles to update the knowledge base library

What Does team do

The Department of ITOPS is primarily responsible for Supporting all Application related Issue i.e. Managing access, Logins, Configurations. Liaison with the Product Team and the engineering team to assist in resolving product related issues. Handle Change Request related to product and process. Coordinate with cross functional teams to triage issues correctly.

What will you do

• Understand Sakon Device Application and key functionalities required for a regular functioning and Operations.
• Identify ProductDesign, identify customerrequirements, and providefeasible solutions
• Proper documentation of the incident/request and take ownership to drive it till resolution.
• Coordinate with different stakeholders to get the resolution or latest updatesof the open issues.
• Communicate escalations /Issue to Ops Managerin a timely manner, ensuringthat communication is professional and accurate.
• Regular follow up on the open requests/incidents and maintaining tickets SLA (service level agreement).
• L1 Troubleshooting of the reported incident before routing it to concerned team for the resolution.
• Maintain Daily reportof Tickets receivedand Resolved
• Good analytical and problem-solving skills.
• Updating self-help documents so customers/employees can try to fix problemsthemselves.
• Candidate should be able to work in any shift which includes Weekendstoo. Also provide On Call support whenever required.

Our Expectations

• Candidate should be very good in both oral & written Communications and should have good Analytical skills.
• Good understanding of web basedapplications
• Hands-on experience with any of the ticketingtools.
• Should have advanced MS EXCEL skillslike (Pivot table, Vlookup, Hlookup,etc)
• Should be able to find/understand data gap with the help of excel tool.
• Should have experience: 2-4 years