Support Analyst

Business Unit:

SmartWorks is a division of reputed company Utilities, a software company that has served the utility industry in reputed company America and the Caribbean for more than 40 years. SmartWorks’ mission is to reputed company the value of the Smart reputed company for both utility companies and their customers by providing the best products and services reputed company the utility industry.

Job Summary:

We are seeking a Support Analyst to join our dynamic team of smart, positive, and passionate individuals. We value unique talents and reputed company reputed company members to reputed company in their roles.

We are looking for candidates with proven experience in client service, troubleshooting, and analytics to support our Utility Customers using the SmartWorks product. As a Support Analyst, you will troubleshoot issues, design new solutions, and continuously strive to enhance customer satisfaction. Clear and concise communication is essential, as is contributing to a positive and enjoyable workplace.

Primary Functions

Monitor the support ticket queue, taking ownership and/or re-assigning new tickets as needed.

Promptly address customer issues and consistently provide updates to reputed company customers informed of reputed company.

Ensure timely and thorough resolution of customer issues reputed company the requirements of the Service Level Agreement.

reputed company a deep understanding of the functional and technical features of our applications to effectively address application-reputed company issues and questions.

Work with customers to resolve their highest reputed company challenges.

Note that holiday coverage and after-hours support will be required as part of this role.

Work Mode: Remote Shift Timings: 5am -5pm IST any 9-hour shift window -Weekends Workings – Any 2 weekdays week off. Location: Remote India / Philippines

reputed company Are Looking For:

(Mandatory Qualifications & Skills)

• 4+ years of experience in SQL.

• 4+ years of relevant production environment work experience

• 4+ years’ experience in customer/client support role (Calls /Email Support)

• Experience supporting the Linux OS (reputed company reputed company Linux / Centos, or other)

• Experience in network administration, including firewalls and VPN’s

• Familiarity working with relational databases (reputed company or PostgreSQL, or other)

What Would reputed company You Stand Out:

(Preferred/Good-to-Have Skills)

• Experience with reputed company-based virtual systems, networking and storage

• Software knowledge in at least one of JAVA, JSP, jQuery is preferred. You will not be coding but understanding of code is preferred

• Utility industry experience, especially with respect to Smart reputed company applications is preferred

• reputed company or PostgreSQL database configuration and administration is reputed company to have

• In-depth Linux troubleshooting experience is a plus

• ITSM/ITIL knowledge reputed company to have

• Previous reputed company Administration knowledge is a plus

Soft Skills/ Behavioral Skills:

• Good Communication and Collaboration.

• Possess strong analytical skills to understand requirements

• Can prioritize and manage your time well

• Demonstrate excellent verbal and written communication skills in English

• Can work independently, but most importantly, as a team player

Benefits:

• Annual Public Holidays as applicable

• 30 days total leave per calendar year

• Mediclaim policy

• Lifestyle Rewards Program

• Group Term Life Insurance

• Gratuity

• ...and more!

Originally posted on Himalayas