Sr. Technical Associate (no outstation candidates)

Job Role

• Handling Level 2 technical issue, manage escalated tickets, with complex troubleshooting and advance technical support
• Working closely with L1 level support team and development team to identify and troubleshoot reported issues
• Analyze and debug issue that has been reported by customer.
• Identification and escalation of issues to appropriate team for urgent attention.
• Responsible for database support, troubleshooting the problems by writing SQL queries, deploy new patches on UAT and production server at IIS server
• Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
• Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager.
• Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
• Escalate unresolved queries to respective departments for accurate redressal.