Product Support Analyst

Enate , Bangalore · www.enate.net · Full-time employment · Customer Support

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.

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