Tech Support Engineer

at Tenmiles Technologies

Posted by Sharon Samuel

Selected intern's day-to-day responsibilities include: 1. Interact with the application users 2. Handle calls to understand user requirements and resolve tech and non-tech issues 3. Connect with users on calls, emails and chats

Able to conduct detailed diagnostics on resource usage some hardware. Able to communicate with Customers and understand issues Consult Customers on answering technical questions and providing best solutions as per setup requires. 1. assist our customers migrating our application COMOS and some more applications into the IT infrastructure of existing and new customers 2. consult our customers how to integrate our software products in a datacenter for example Citrix Xenapp, Xenserver, MS SQL Server and a file share 3. configuring Windows Operating systems, the rights concept in Windows, the resource management + monitoring 4. require knowledge on performance diagnostics in various areas – mainly Windows Performance Monitor together with MS SQL server and the physical storage parameters 5. Maintain Customer satisfaction with in Support

DUTIES AND RESPONSIBILITIES: •Act as a point-of-contact for technical license issuance and dispatch, creation and dispatch of internal packages needed for technical deployments and upgrades, assigning, tracking and monitoring activities of the team to achieve SLA targets, various reporting activities etc. •Handles real-time voice-calls and chats related to tasks and licensing •Adheres to the TAT on task and licensing activities •Handles email queries and responds in a timely-manner •Achieves basic understanding of Seclore product needed for the task and licensing activities •Handles multiple cases created at the same time with varying degrees of severities and priorities •Effectively communicates procedural and technical issues to internal and external customers/stakeholders •Manages schedule of cases, determines priority and severity levels, negotiates and sets expectations with internal and external customers/stakeholders •Engages with internal teams to prioritize customer requests if needed •Engages in ongoing trainings at functional and organizational level, along with self-learning •Creates support documentation as and when needed •Works in a team with assorted expertise •Comfortable working in shifts •Multitasks and works well in a fast-paced environment QUALIFICATIONS: •Required: Bachelor’s Degree or Diploma in Computer Science •Understands basic details of operating systems and is aware of various technology terminologies •Knows MS-Office Suite in depth •Good to know: Some level of scripting used for automation EXPERIENCE: •1 to 2 years of experience in a customer support/licensing role •Managed customers from regions such as NA, EMEA or APAC •Exposed to working in shifts •Handled customers on the phone •Current job includes exposure to CRM tool •Exposure to severity-based models would be preferable •Exposure to Enterprise/Corporate customers preferable ABILITIES REQUIRED: •Strong customer-focus and passion for customers •Excellent written and verbal communication skills •Strong problem-solving attitude •Keen sense of ownership •Keen to learn and upgrade •Ready to work in a 24/7 support team •Be a team player with ability to stretch (time-wise) when required •Willing to work in high-pressure environment •Skills in planning, organizing, and adapting within a multi-tasking environment •Willing to work in night shifts if needed

About Seclore International hacking and state sponsored espionage are on the rise - and so are the technologies guarding the data. Are you in the game? Seclore is an Information Security product company which has emerged as a global leader in the Data Centric Security space. Right from protecting nuclear submarine designs to new drug formulations to customer data of Fortune 100 organizations - we guard every kind of confidential information. Thousands of enterprises across 29 countries - including governments - can vouch for our technology. Seclore’s patent pending, award winning technology allows users to control how their information is used - even after it is shared with people within or outside the enterprise. This requires stretching the technology boundaries beyond what might seem possible. It's not for the weak-hearted or run-of-the-mill developers. Innovation is in our blood. From our early days within IIT Bombay to a globally recognized name in the field, this is one thing that has always taken us to new horizons. Information Security is a fast-evolving field - testing the limitations of today's technologies. It is the need of the hour for every enterprise - from Fortune 500 companies to military organizations. At Seclore, you get to be part of the front lines - defending today's data against tomorrow's threats. Awards & Recognition: - 1) Seclore has been selected as a winner in four categories of Info Security PG’s Global Excellence Awards. We’re pleased to see Seclore has moved up in its medaling position: • Security Products and Solutions for Enterprise (Medium) – Gold (Last year we received bronze) • Security Products and Solutions for Manufacturing – Gold • Security Products and Solutions for Finance and Banking – Silver (Last year we received bronze) • New Products and Services (100 - 499 Employees) – Bronze 2) Won the CIO Choice Awards 2018 for the Best Data Protection Solution Enterprise IT World Online http://www.enterpriseitworld.com/index.php/seclores-enterprise-rights-management-solution-wins-cio-choice-2018-award/ 3) 17th & 18th Of Jan 2018 - 8th India Digital Awards which is organized by IAMAI (Internet and Mobile Association of India) honoured Seclore with IAMAI Awards in 2 categories: • Best Cyber Security Product /Service • India CS Company with Global Excellence 4) Awarded the ‘Best Enterprise Digital Rights Management’ Solution in the prestigious VARINDIA Channel Leadership Survey 2017 https://www.varindia.com/news/startup-ecosystems-in-india-seclore-technology-limited 5) Seclore bags three awards at World HRD Congress’ Asia’s Best Employer Awards 2017, wins big as Asia’s DREAM COMPANY TO WORK FOR https://bit.ly/2CAwvSb Job Description:- Act as point-of-contact for enterprise customers of Seclore. Handle real-time voice-calls and chats with technical queries .Handle email queries and respond in a timely-manner .Be able to achieve understanding of Seclore products and gain expertise. Attempt to provide resolutions on the first interaction with customers. Handle multiple cases at the same time with varying degrees of severity .Work in a team with assorted expertise Update customers on progress of their cases on a regular-basis and adhere to SLA. Perform root cause assessment and debug all issues on server domain, and availability of applications. Provide support and identify all issues and prepare appropriate documentation all issues and solutions. Multitasks and works well in a fast-paced environment. TECHNICAL SKILLS: Support -- Helping people use applications by answering their questions and giving information that facilitates correct operation of Seclore products over the phone, chat and / or email. Troubleshooting -- Diagnosing malfunctions in the operation of software. Repair -- Correcting application software malfunctions Strong knowledge in OS (Server OS, XP Professional, Linux) Knowledge of computer security procedures and protocol. Experience working with either three or more of these Good knowledge in Windows operating systems Good understanding Microsoft Office applications, Microsoft Windows OS (Client & Server). MAC OS, Mobile devices. AD/LDAP related issues. Tomcat/Apache Web Server related issues, issues related to settings in Firewalls/Anti-Virus software and Remote Software Deployment Tools like LANDesk, SCCM and other IT landscape. Experience on AD, log analysis ,file and security structure of Windows Knowledge on Linux/MAC . The candidate should have a good understanding and working knowledge of Databases like Oracle/MSSQL, LDAP, J2EE web servers like Tomcat. Requirements 3-6 years experience in a Technical Support role, preferably applications support Managing Customers from regions such as NA, ME or APAC Exposed to working shifts in nights Handled external clients on phone queues Current job includes exposure to CRM tools Exposure to severity based models would be preferable Exposure to Enterprise/Corporate customers preferable Strong customer-focus and problem-solving attitude Ability to communicate technical information to non-technical personnel. Keen sense of ownership of technical issues of Seclores enterprise customers Ability to generate progress reports on cases owned Good communication skill and learning attitude. Ready to work on 24/7 support center. Be a team player with ability to stretch (time-wise) when required Willing to work in high-pressure environment Skills in planning, organizing, and adapting within a multi-tasking environment. Willing to work in night shifts REQUIREMENTS.

At Cashfree, we are building innovative solutions in payments and banking for Indian businesses. We are fast-growing, profitable and based out of Bangalore. Cashfree is backed by Y Combinator and other leading investors. Learn more about us at Cashfree.com We are looking for a Customer Support Executive.The role involves : - Attending to customer and support queries quickly over email, chat and telephone.- Providing quick, intelligent solutions to questions asked by businesses and their customers.- Handling disputes and chargebacks. In the process, we need to coordinate with multiple financial institutions and banks.- Talking to inbound leads. - Onboarding new sign ups quickly We work on trust and mutual respect.

 Ability to compose clear and articulate email and chat communications to customers.  Utilize effective communication with customers and peers.  Ability to summarize/paraphrase information  Ability to explain concepts and present information clearly; identify the level of technical knowledge of the customer and adjust communications to solve customer need Ability and willingness to provide pre-sales, sales, or post-sales technical support  Knowledge of PCs and Relevant Microsoft products.  Ability to follow procedures and processes that are documented.

Our company is a niche bolt-on supply-chain software provider that provides highly customizable, optimization-enhanced WMS functionality. The team is high impact and highly intelligent and recognized as one of the best installation and support organizations. This is a challenging role that requires the ability to quickly get software back up and running, gather needs, understand a wide range of factors and then quickly configure the software for a conference room pilot. Once this is complete it may be necessary to travel to a client site to install and train – but travel is generally less than 5-10%. The software is highly reliable so the majority of support is expanding the configuration to unleash additional functionality or answering questions such as "why did the software do that?" An important task is to help customers recognize more value from their SaaS investment through on-line training, monitoring, and control. Summary of duties---Advanced troubleshooting and configuration for mission-critical supply chain applications • Manage and track incidents and make sure they are worked expeditiously. 
 • Perform staff scheduling to ensure Service Desk coverage 
 • Provide training to small groups or individually, and through written documentation FAQ’s, and 
“how to” documents. 
 • Monitor and drive metrics related to call resolution and hold times. 
 • Recommending procurement/purchasing decisions related to hardware and software.
 • Manage deployments, system refreshes, upgrades and other infrastructure projects. • Enforce change management and compliance processes and workflows. 
 • Data transfers and best practices regarding the roll out. 
 Our organization is flexible-- so if you have skills we can use, then we are happy to put them to work!! Requirements and Experience The successful candidate will have drive and an above-average IQ. She or he will be able to work with people ranging from hourly team members to senior managers and be able to build relationships with client IT staff. We want a Software professional with 3+ years experience, some university degree preferred, and a track record of learning complex logistics software quickly. Technical skills desired are Linux, Windows 2012, etc., SQL server or Oracle, networking and virtual servers. Some knowledge of web technology would be helpful Location: Work from home Type: Full-time but would consider Part time for an exceptional candidate Hours : Saturday, Sunday, Monday, Tuesday. Each day is an 8-hour of work but with 4 hours on-duty monitoring and being on call.

- Work out of client location in Mumbai, to support multiple products from CreditMantri, deployed on-prem in client location - Ability to work with multiple stakeholders (senior management to junior engineers, other vendor teams, etc) and get the job done - Strong technical expertise on Java / Spring technologies, IBM Websphere application server, Linux OS, Oracle / mySQL - End to end experience in developing, deploying and supporting web based applications in the above technology stack - Fluent in Hindi, English - Engineering Degree preferred - Strong customer focus

We are looking to hire a support engineer who is an expert in troubleshooting, quick learner and provides excellent experience to customers. In this position, the engineer shall interact with sys-admin/DevOps engineers of the customer and help them solve issues arising in their OpenStack/Kubernetes installation. This role involves continuous learning and sharpening of OpenStack skills. Apart from providing support to customers, the role involves creating and maintaining automation systems which help reduce human involvement in resolving incidents.

Responsibilities: o Working with customers/employees to identify computer problems and advising on the solution o Logging and keeping records of customer/employee queries o Analysing call logs so you can spot common trends and underlying problems o Updating self-help documents so customers/employees can try to fix problems themselves o Working with field engineers to visit customers/employees if the problem is more serious o Testing and fixing faulty equipment Skills: • An ability to assess each customer/employee's IT knowledge levels • Ability to deal with difficult callers • Good analytical and problem solving skills • Good interpersonal and customer care skills • Good accurate records keeping