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Company
SumTotal Systems India Pvt. Ltd
Website
www.sumtotalsystems.com
Eligibility
BE/BTech/ME/MTech/MCA
Experience
0 - 2 yrs
Location Hyderabad
Job Role
Technical Support Engineer
JOB SUMMARY:
Company Profile:
SumTotal is dedicated to partnering with our
customers to create great places to work. We break down barriers.
We reject complexity and embrace simplicity. We believe that people
want to give their best and be great at their jobs. With the tools
to do their jobs, people are free to be whatever they can imagine
and whatever your people can dream, your business can do.
Job Description:
Technical Support Engineer will play a critical
role in providing technical assistance for SumTotal’s global
customer base. As a member of SumTotal Customer Support, Technical
Support Engineers provide real-time technical support on SumTotal
Enterprise products through e-mail and phone interactions with customers
and by using SumTotal's 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 or architecture
and defect correction
Skills/Requirements:
1. Developing a deep knowledge of SumTotal’s
range of enterprise products
2. Solve basic common user problems in real time, including software
functionality problems and questions; data communication/networking
troubleshooting; installation problems and questions; and OS and browser
related issues
3. Communicating with corporate customers via telephone, email, or
other media as applicable regarding technically complex problems identified
in 4. SumTotal’s software products, and maintaining effective
customer relations
5. Escalate top priority, production-critical issues to the appropriate
technical staff
6. Maintain ownership of issues until resolution, drive other teams
as needed, set customer expectations accordingly.
7. Resolve incidents in a timely manner as per SLA’s.
8. Provide guidance, assistance, and mentoring support to junior team
members
Candidate Profile:
1. Technical and practical expertise in Windows
2000 Server, IIS, ASP, .Net, SQL Server or Oracle
2. Strong customer service focus
3. Good problem solving skills
4. Excellent communication skills
5. Ability to grow and work in a team
6. Graduation in Engineering / Sciences or a Post graduate degree
in Computer Sciences
7. Freshers and experienced (0-2) candidates can apply for this position
8. Background in application support & SAAS environment is advantageous
9. Must be willing to work in shifts
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