Production Support Engineer - L2

Education Criteria :

Qualified Software Professionals from Premium Institutes in B.E / B. Tech in Computer Science

Proven hands-on Software.

Experience Level :

2 to 4 years of experience in Product support or Java development in Payment domain

Technical Skills (Essential) :

Expertise knowledge in Java Application Development and Deployment

Hands on experience in working on webservers like Tomcat, Apache etc

Knowledge of MQ (ActiveMQ / IBM MQ) and relational databases

Ability to provide step-by-step technical help, both written and verbal

Technical Skills (Desirable) :

Additional certification in Microsoft, Linux or similar technologies is a plus

Hands-on experience with Windows/Linux/Mac OS environments, JIRA, GIT etc

Roles & Responsibilities :

Provide Product Support for customers of Volante across globe

Researching, diagnosing, troubleshooting and identifying solutions to resolve technical issues

Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams based on priority and impact and following-up for rapid resolution

Meet and exceed Customer Satisfaction, Resolution Time and ResponseTime SLAs

Interact with customers via phone, email and web meetings to resolve issues and record interactions in the helpdesk system

Prepare accurate and timely reportsand document technical knowledge in the form of notes and manuals.

Ability to ask customers targeted questions to quicklyunderstand the root cause of the problemand provide promptand accurate feedbackto customers.

Ability to identify the issue by analyzing the application logs and to quickly reproduce the same in our environment.

Prioritize and manage several open issues at one time and ensure all issues are properly logged.

Comfortable working in a team, also with members of other teams (Development & QA) when needed.

Ability to quickly learn new technologies, tools, and environments.

Location:

Chennai