dataPARC Support Sepcialist (IT Infrastructure Lead based out of Hyderabad)

GENERAL SUMMARY:  This position develops customer satisfaction and loyalty by resolving a wide variety of customer issues and/or customer education inquiries. Must master and implement the dataPARC line of products. Must be skilled at troubleshooting Microsoft client/server software and network related issues. Works well with internal team as well as external organizations to achieve a high level of customer satisfaction. Must be able to proactively interact with department to identify and resolve customer focused issues. Must be self-motivated and able to absorb and share information to internal team as well as customer base.  

RESPONSIBILITIES:

• Interact directly with customers, vendors, and resellers via telephone and e-mail.
• Create and manage cases and work to resolution.
• Understand product functionality to drive customer-based solutions.
• Demonstrate strong empathy for customer concerns.
• Product testing and bug reporting. Work to create testing environments and simulations.
• Provide customer training covering product line & customization options.
• Detailed time tracking for internal and client billing and project management.
• Ability to handle multiple client calls and e-mails, escalating when needed.
• Work escalated issues & requests as assigned.
• Proactively assist & mentor team members as needed.
• Other specialized functions & projects as assigned.
• Prioritizes routine work, respects schedule of others, flexible in response to changing environment.
• Maintains a favorable working relationship with all other company employees to foster aid and promote a cooperative and harmonious working climate which will be conducive to maximum employee morale, productivity, and efficiency/effectiveness.
• Participates in all training offered by company as relevant to department or position
• Communicates effectively, demonstrating a high level of confidentiality and respect.
• Be available for after-hours support on-call rotation and work extended hours as needed.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong ability to analyze abstract problems and find solutions.
• Learn technologies as needed to perform job duties.
• Ability to troubleshoot performance, network and software related issues.
• Strong ability to troubleshoot Windows Client & Microsoft Server OS.
• Ability to work independently as well as in a team.
• Strong ability to troubleshoot, document and communicate issues and to resolve customer problems.
• Strong customer relations and organizational skills.
• Positive attitude
• Strong attention to detail and follow through
• Ability to use appropriate independent judgment to make decisions
• Ability to learn and apply organization policy and procedure
• Highly self-motivated and directed
• Demonstrate strong oral and written communication skills.

SCHEDULE:

• Monday - Friday: 5AM to 2PM India Standard Time (IST)
• Training Period Schedule (First 4-6 Months): Monday – Friday/Saturday: 7PM to 3AM India Standard Time (IST)

LANGUAGES:

• Required: English – Advanced / Fluent
• Required: Hindi – Advanced / Fluent

PREFERRED QUALIFICATIONS:

• Microsoft SQL Server
• Transact-SQL
• Excel VBA
• VB.NET Scripting
• Five years of experience in a similar position preferred.
• B.S. Computer Science