Product Support Specialist

Job highlights

• . Graduation in Engineering / Sciences or a Post graduate degree in Computer Sciences
• . Should have exposure in talking to client / end customers

The Product Support Specialist will play a critical role in providing technical assistance for SumTotal s customer base. As a member of Global Customer Support, Support Engineers provide real-time technical support on SumTotal Enterprise products through e-mail and phone interactions with customers and by using SumTotals internal incident tracking system. The fundamental goal of this position is to help our customers achieve success using our products.

The job involves handling and resolving complex technical queries and issues in the areas of product functionality and defect correction. The position is responsible for maintaining a high and personalized quality of customer support with our strategic customer base, being aware of the breadth of SumTotal s service and solution offerings and identifying opportunities that bring the customer s objectives and SumTotal s solutions together for mutual benefit.

In this role you will :

• Develop a deep knowledge of SumTotal s range of enterprise products.
• Communicating with corporate customers via telephone, email, or other media as applicable, regarding technically complex problems identified in SumTotal s software products, and maintaining effective customer relations
• Solve user issues, ranging from basic to technically complex, including software functionality, data communication/networking troubleshooting, OS and browser related issues
• Partner with cross-functional teams on complex customer issues, ensuring root cause is identified and fixed.
• Escalate facilitate top priority, production-critical issues to the appropriate teams for resolution.
• Maintain ownership of issues until resolution, drive internal teams in support of solution needs and timely resolution, considering the customer s business impact.
• Resolve incidents and keep customer updated during the issue resolution process as per SLA s.
• Create, publish, internal and customer-facing knowledge base documentation to enhance customer engagement with SumTotal s self-service options.
• Serve as a customer advocate within SumTotal organization.
• Ensure customers can execute their business objectives through use of our application.
• Assist internal team with case prioritization to ensure successful go-live of new customers

You have what it takes if you have

• Knowledge of SQL programming (DML/DDL/joins) is mandatory.
• Knowledge of Webservices Technologies like REST API/SOAP/ODATA is added advantage.
• Knowledge of NoSQL, Authentication Technologies like LDAP, SSO, OpenID, ADFS etc. is an added advantage.
• Should have hands-on experience in debugging web-based applications.
• Exposure to tools like Fiddler, Wireshark, Browser based Developer Tools, Postman etc.
• Should have exposure in talking to client/end customers.
• Strong customer service focus, good problem-solving skills, and excellent communication skills
• Ability to communicate effectively to varying levels within the organization.
• Graduation in Engineering / Sciences or a Post graduate degree in Computer Sciences 2+ years experience in application support. - Must be adaptable and have a strong disposition to learn in a fast-paced environment.