CDC Software India Pvt Ltd Recruits Technical Support Analyst
- B.E Fresher with Java knowledge
( www.cdcsoftware.com )
CDC Software, The Customer-Driven Company™, is a provider of enterprise software applications designed to help organizations deliver a superior customer experience while increasing efficiencies and profitability. CDC Software’s product suite includes the Pivotal CRM
(customer relationship management) (www.pivotal.com) , Respond (customer complaint and feedback management), c360 CRM add-on products, industry solutions and development tools for the Microsoft Dynamics CRM platform, Ross ERP (enterprise resource planning) and SCM (supply chain management), MVI real-time performance management, IMI warehouse management and order management, Platinum China HR (human resource) and business analytics solutions.
These industry-specific solutions are used by more than 6,000 customers worldwide within the manufacturing, financial services, health care, home building, real estate, and wholesale and retail distribution industries. The company completes its offerings with a full continuum of services that span the life cycle of technology and software applications, including implementation, project consulting, outsourced business services, application management and offshore development. CDC Software is the enterprise software unit of CDC Corporation (NASDAQ: CHINA) and is ranked number 18 on the Manufacturing Business Technology 2006 Global 100 List of Enterprise and Supply Chain Management Application vendors
Technical Support Analyst - B.E Fresher with Java knowledge
Key Responsibilities :
Incident Resolution
* Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying and investigating incidents
* Offer complete and timely technical explanations to customers throughout the incident resolution process and ensure that customers’ technical staff fully understand issue, its resolutions and means for prevention
* Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments
* Clearly and concisely document all customer interaction and all steps taken to resolve incidents
* Take ownership of and follow-through with all priority customer incidents
* Escalate customer issues to the Team Lead as appropriate
* Observe trends with technical issues and recommend improvements to design, documentation or implementation
* Ensure professional telephone manner at all times
Expected Role :
- Identify issues and determine correct course of action.
- Determine when issues need to be escalated.
- Setting severity levels with customers.
- Managing assigned Projects effectively (workload management)
- Work effectively with assigned junior personnel.
- Recommendations for improvement in Support policies and procedures.
- Software and document enhancements.
- Actions required for improving performance and skills of assigned associate personnel.
Required Skills & Knowledge :
- A Bachelor's degree in engineering from IT or Computer science background
- Excellent time management and organizational skills
- Must have excellent verbal and written communication skills
- Strong analytical problem solving and decision making skills
- Ability to work efficiently and independently
- Ability to create, install, and upgrade software and apply patches
- Display strong work ethic and do whatever it takes to get the job done
- Ability to handle difficult or sensitive situations with diplomacy and tact
- Should be flexible in working in shifts.
Job Location : Bangalore
Experience : 0-1 Years
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