Product Support Analyst

ROLE AND RESPONSIBILITIES

The role will be India based to deliver support to our clients as required. In order for eNate to cover our 24/7 support commitments, you will also be expected to work an on-call rota. This rota ensures our customers also have an emergency contact should a critical issue arise outside of eNates core UK and Indian operational hours.

This is a significant opportunity to move your career forward and an opportunity to participate in the development and success of a growing company.

• Troubleshoot eNable implementations globally (training will be provided)
• Make modifications (Under 4 hours of work) to eNable implementation
• Reproduce support issues in-house for handover and fix from the development team
• Researching database related support incidents (SQL skills)
• Logging a bug/ticket with the technology team and coordinating a fix while managing the customers’ expectations
• Working within eNate support service contractual obligations to customers
• Handholding customers over desktop sharing/telephonic sessions
• Improving the eNable Support process itself along with its delivery
• Bringing to the table basic Windows Server Admin skills to help troubleshoot issues
• Doing everything necessary to ensure that an eNate customer has no reason to complain about support from eNate
• Maintain eNate internal support resolution SLAs and KPIs
• Identifying, improving and reporting various support parameters into the Support Manager
• Feeding into release management as appropriate

This role will also involve exposure to release management activities:

• General release management skills
• Following a robust release management process
• Working with the support manager and release manager to help in the release management process
• Assessing risks and analyzing the impact of customer installations before an upgrade

Experience in the following areas is critical to the role

• Building and maintaining excellent relationships with clients through regular interaction
• Receiving, acknowledging and resolving client support incidents and queries
• Testing solutions to incidents
• Liaising with internal teams where a resolution requires their involvement
• Service Management practices such as ITIL
• Strong problem solving and troubleshooting skills
• Business Process Re-engineering (BPR)
• Process & Data Analysis

Desirable technical skills to include:

• SQL in a SQL Server Environment
• Understanding of IIS
• Understanding of Visual studio
• Understanding of relational databases, tables, views, stored procedures, and index structures Qualifications and Education Requirements
• B. TECH/ M. Tech/ BCA/ MCA

PREFERRED SKILLS

• Excellent communication skills, pragmatic team player
• Exposure of western culture and working environment would be an advantage
• Should be innovative and have a willingness to learn, improve and constantly evolve.