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

Job title: dataPARC Support Sepcialist (IT Infrastructure Lead based out of Hyderabad)
Contract type: Permanent
Location: Hyderabad
Reference: PR/107311
Job published: May 27, 2023 02:10
GENERAL SUMMARYThis 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