VY SYSTEMS PRIVATE LIMITED

Job Title: Technical Support Specialist

Location: Chennai

Department: IT/Customer Support

Reports to: Technical Support Manager / IT Support Lead

Employment Type: Full-Time

Job Summary

We are looking for a highly motivated and skilled Technical Support Specialist to join our team. In this role, you will be the first point of contact for our customers and internal staff, providing assistance with software, hardware, and network-related issues. You will diagnose technical problems, offer solutions, and ensure seamless functioning of the company's systems.

Key Responsibilities

• Provide first-line support to customers via phone, email, or chat for technical issues related to hardware, software, and network.
• Troubleshoot and resolve technical problems related to both desktop and mobile devices.
• Assist with software installation, setup, configuration, and updates.
• Maintain documentation of common technical issues and solutions for future reference.
• Escalate unresolved issues to the appropriate team or department.
• Provide remote troubleshooting support for technical problems, including connectivity issues and system errors.
• Collaborate with internal teams (engineering, product, etc.) to resolve complex technical issues.
• Guide customers through step-by-step solutions and preventive measures to avoid future issues.
• Ensure customer satisfaction by following up on issues until resolution.
• Conduct regular testing, diagnostics, and maintenance to ensure smooth operations.
• Participate in training sessions to stay current with industry t

Job Description:-

Process Executive:

Domain: ITES/BPO, KPO

Designation: Process Executive - Voice

Educational Background: Minimum Technical Graduate (Btech, Bsc IT,- BSC Com Sci, MCA, Etc.)

PE Experience: 0M to 6M experience in Digital Marketing / Certification in DM along with good

communication skills

Process Executive:

Domain: ITES/BPO, KPO

Designation: Process Executive - Voice

Educational Background: Minimum Technical Graduate (Btech, Bsc IT,- BSC Com Sci, MCA, Etc.)

PE Experience: 0M to 6M experience in Digital Marketing / Certification in DM along with good

communication skills

Shifts: Rotational/ Flexibility to work in night shift

Work location: Gurgaon - permanent work from office

Shift: 24*7

Travel: Not required

Certification: Required if Fresher

• Excellent communication skills (written and verbal)

• Ability to communicate correctly and clearly with all customers

• Excellent documentation skills

• Good comprehension skills ability to clearly understand and state the issues customers present

• Ability to concentrate follow customers issues without distraction to resolution

• Good composition skills ability to compose a grammatically correct, concise, and accurate written

response

• Work successfully in a team environment as well as independently

• Ability to use a desktop computer system

• Familiarity with Windows, Microsoft Office & Browsing Internet resources

• Excellent typing skills

• Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced

environment

• Demonstrates ownership to resolve challenging customer issues, escalating when necessary

• Flexible with the working schedule; may be expected to work weekends, holidays and events

• Ability to work overtime as required by business

• Ability to approach problems logically and rationally

• Action oriented and self-disciplined

• Organized and detail-oriented

• Resolving Technical complex queries,

• escalation channel to drive solution of B2B queries,

• detect and track App defects and inconsistencies,

• drive continuous improvement through root cause identification and defect elimination

∙Primary Skills: Life Insurance and Annuity domain knowledge 

∙Secondary Skills: Functional testing knowledge, Functional test design. Insurance domain 

knowledge 

∙Analyze life insurance processes and translate them into functional specifications. Act as a 

liaison between business users and technical teams to ensure alignment. Conduct gap analysis, 

impact assessments, and support solution design. Participate in system testing, UAT support, and 

user training. 

∙Policy Administration: Develop and implement policies to ensure efficient and effective 

management of life insurance and annuity products. 

∙Claims Handling: Collaborate with clients to resolve claims in a timely and fair manner. 

∙Agent Compensation: Work with agents to establish compensation structures that incentivize 

sales and customer satisfaction. 

∙Consulting Engagements: Partner with clients on various consulting projects, providing expertise 

and guidance on life insurance administration. 

∙Application Enhancement Requirements: Define and prioritize requirements for application 

enhancements to improve the overall user experience. 

∙Automation: Explore opportunities for automation to streamline processes and increase 

efficiency. 

∙Training and Mentoring: Provide training and support to less experienced team members to 

ensure knowledge sharing and skill development. 

∙Automation frameworks and reporting tools.  

∙Writing, executing, monitoring and maintenance of automated test suites. 

∙CI/CD tools knowledge and Agile process 

∙Database- MySQL, Oracle 

• Design, develop, and maintain robust, scalable, and reusable automation frameworks using Selenium with Java.
• Write automation test scripts for web-based applications.
• Collaborate with developers, product managers, and other QA engineers in an Agile environment.
• Implement BDD/TDD testing practices using Cucumber.
• Execute and maintain automated test suites across CI/CD pipelines.
• Integrate automation tests with Jenkins/GitLab or other CI tools.
• Analyze test results, debug issues, and ensure high quality and performance.
• Actively contribute to QA strategy, planning, and improvement initiatives.
• 
  

 Participate and contribute in platform requirements/story development.

 Contribute to the design and design alternatives to the requirements/stories and also participate in design reviews.

 Involved in Platform Sprint activities.

 Development of assigned stories in appropriate languages defined for each module.

 Develop Unit test cases and execute them part of continuous integration pipeline.

 Participate in peer code reviews

Years of experience needed –

 4+ years or more on Golang development.

Technical Skills:

 4+ years of development experience on Golang based development projects

 Mandatory Skills – Golang, AWS , JavaScript, CSS, HTML

 Must have experience in design and development of front end and back-end services for various business processes

 Good experience on Java, Spring boot & Microservices

 Experience using versioning controls such as GitHub

 Experience in working with SQL & NOSQL databases

 Understanding of containerization technologies such as docker, Kubernetes

 Good knowledge and hands-on on Unit Testing and available Test Frameworks

years MS SQL Server Administration experience required 

∙Provide 24x7 support for critical production systems. 

∙ Provide technical leadership for the service component or the product. 

∙IT Operations with strong understanding of database structures, theories, principles, and best practices. 

∙Experience with Performance Tuning and Optimization (PTO), using native monitoring and third-party tools 

∙Experience with backups, restores and recovery processes 

∙Knowledge of High Availability (HA) and Disaster Recovery (DR) options for SQL Server  

∙Assist developers with complex query tuning and schema refinement. 

∙Experience in handling database corruption 

∙Manage Encrypted database, TDE and SSL certificate 

∙Manage PaaS and IaaS environment 

∙Experience with SSIS packages, SSRS and SSAS 

∙Experience working with Windows server, including Active Directory 

• Lead end-to-end architecture, design, and development of large-scale applications using .NET, .NET Core, C#, ASP.NET, and SQL Server.
• Define architectural standards, best practices, and coding guidelines.
• Collaborate with business stakeholders to gather requirements and translate them into technical designs.
• Mentor and guide the development team in technical problem-solving and project execution.
• Perform code reviews to ensure quality, performance, and security compliance.
• Design and implement scalable, secure, and high-performance application architectures.
• Oversee integration with third-party systems, APIs, and cloud platforms.
• Work closely with DevOps teams for CI/CD pipeline setup and deployment automation.
• Troubleshoot and resolve complex technical issues.

Required Skills & Experience

Technical Expertise:

• Strong proficiency in .NET, .NET Core, C#, ASP.NET MVC/Web API.
• Solid experience with Microsoft SQL Server including database design, performance tuning, and query optimization.
• Experience with Microservices architecture and RESTful API design.
• Knowledge of Entity Framework, LINQ, and ORM tools.
• Familiarity with front-end frameworks like Angular/React (good to have).
• Exposure to Azure/AWS cloud services.

∙

Good experience in 5+ SQL and NoSQL database development and optimization. 

∙Strong hands-on experience with Amazon Redshift, MySQL, MongoDB, and Flyway. 

∙In-depth understanding of data warehousing principles and performance tuning techniques. 

∙Strong hands-on experience in building complex aggregation pipelines in NoSQL databases such as MongoDB. 

∙Proficient in Python or Scala for data processing and automation. 

∙3+ years of experience working with AWS-managed database services. 

∙3+ years of experience with Power BI or similar BI/reporting platforms. 

∙Need 8+ years of experience in Devops CICD 

∙Managing large-scale AWS deployments using Infrastructure as Code (IaC) and k8s developer tools 

∙Managing build/test/deployment of very large-scale systems, bridging between developers and live stacks 

∙Actively troubleshoot issues that arise during development and production 

∙Owning, learning, and deploying SW in support of customer-facing applications 

∙Help establish DevOps best practices 

∙Actively work to reduce system costs 

∙Work with open-source technologies, helping to ensure robustness and secureness of said technologies 

∙Actively work with CI/CD, GIT and other component parts of the build and deployment system 

∙Leading skills with AWS cloud stack 

∙Proven implementation experience with Infrastructure as Code (Terraform, Terragrunt, Flux, Helm charts) 

at scale 

∙Proven experience with Kubernetes at scale 

∙Proven experience with cloud management tools beyond AWS console (k9s, lens) 

∙Strong communicator who people want to work with – must be thought of as the ultimate collaborator 

∙Solid team player 

∙Strong experience with Linux-based infrastructures and AWS 

∙Strong experience with databases such as MySQL, Redshift, Elasticsearch, Mongo, and others 

∙Strong knowledge of JavaScript, GIT 

∙Agile practitioner