Sr. Technical Associate

Spectra Technovision (India) Pvt. Ltd.; Ahmedabad District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Spectra Technovision (India) Pvt. Ltd. in Ahmedabad is seeking a seasoned Software Support Executive to handle Level 2 technical issues and manage escalated tickets with advanced troubleshooting.

The role collaborates with L1 support and development teams to identify and resolve customer-reported problems. The ideal candidate has 4+ years in software customer success or support, strong SQL and database skills, and a customer-first mindset.

Qualifications

• Education in computers or IT with relevant degree.
• 4+ years in Software - Customer Success / Support domain.
• Strong analytical and problem solving skills within SLA.
• Experience with SQL, Oracle and MS Access databases.
• Experience with IIS and related troubleshooting is advantageous.
• Hands-on with CLI and remote access tools.

Responsibilities

• Handle Level 2 technical issues and manage escalated tickets with advanced troubleshooting.
• Collaborate with L1 support and development teams to identify and troubleshoot reported issues.
• Analyze and debug issues reported by customers.
• Escalate issues to appropriate teams for urgent attention.
• Provide database support by writing SQL queries and deploying patches on UAT/production IIS server.
• Educate customers on product capabilities and possible upgrades to maintain satisfaction.
• Gather feedback to aid product improvements with the product manager.
• Maintain excellent service standards to ensure customer satisfaction and retention.
• Escalate unresolved queries to relevant departments.

Skills

Level 2 Support

SQL Queries

Customer Escalation

IIS Server

Ticket Handling

Education

BCA / BSc IT / BSc CS / BE / BTech CS

MCA (optional)

Tools

SQL Server

MS Access

Oracle

IIS

Job description

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.

Job Description

The ideal candidate will be a seasoned software engineer who is efficient, accurate and has a friendly approach to deliver support services to our Software clients.

Salary –Salary should not be a constrain for a good resource

Industry - Office Equipment / Automation / IT Software & Software Services / Electronic / Security and Surveillance

Functional Area – Customer Success

Role – Executive – Software Support

Employment Type - Permanent Job, Full Time

Work location – Ahmedabad [Prahaladnagar]

Client Visit – Occasionally

Shift – Regular Day Shift

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.

Requirements

Required Skills

• Education Qualification: Any computers degree: BCA / BSc (Information Technology) / BSc (Computer Science) / BE or BTech Computer Science / BE or BTech IT etc / MCA.
• 4+ Years experience in Software - Customer Success / Support Domain.
• Strong analytical and problem solving skills within SLA
• Experience of working with various databases like SQL, Oracle & MS Access or with software implementation & ticketing tool will be an added advantage.
• Experience of MS Desktop and Servers/Services along with knowledge of IIS and their troubleshooting
• Hands on different CLI and remote access tools.
• Good knowledge on SQL / Oracle Database - writing SQL query to troubleshoot errors
• Documentation on KB and basic training material
• Basic knowledge on Incident Management, Problem Management as well as Change Request
• Be a team member, work under pressure and can manage team upto 5 members