Software Support Engineer

Job Description:
• Responsible for assigning all Help Desk and customer inquiries, including technical assistance, best use of product, additional products and services.
• Provides outstanding customer service to application users.
• Provides second level technical solutions, according to established service levels.
• Offers a single point of contact and ensures that all application support requests are recorded in a timely, courteous, and accurate manner.
• Escalates issues within the IT department to ensure issues that cannot be addressed at first level are responded to timely, working to maximum uptime for customers.
• Follow-up on tickets resolved by internal IT teams to ensure communication to the customer with high degree of satisfaction based on results and level of service.
• Liaison for Level III Information Technology development support.
• Resolve production issues by fixing defects in application source code wherever feasible.
• Executes monitors and completes assigned tasks on multiple computer systems and platforms.
• Documents and maintains shift documentation in ticket management system.
• Work closely with the US/Offshore counterparts and Leads in ensuring timely resolution of issues.

Job Requirements:

• SQL Skills - Ability to write simple to moderately complex queries for analysis and data updates.

• Programming skills in C# .Net (Preferred) or equivalent language. Should be able to read and understand the code.

• Investigative / Troubleshooting skills - Ability to understand expected application functionality, investigate issues reported by end users and identify root cause in code or successfully reproduce the issue.

• Minimum of 2 years of experience with Support / Dev experience working in business applications.