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Company Name : Global Logic Skills Required : oracle data base Experience Required : 2 - 7 Year(s) Job Location : Pune Walkin Date : 01 August 2010 Walkin Time : 09:00 a.m - 12:00 p.m Job Description : • Oracle database experience • Previous customer management and technical escalation experience • Advanced Operating System knowledge and troubleshooting skills. (Unix, Solaris, Windows, Linux) • Experienced multi-tasker able to work multiple customer issues while continuing to provide a high level of customer satisfaction. • Strong Systems administration, network infrastructure, enterprise application and troubleshooting skills • Experience in analyzing complex problems, identify probable cause and determine resolution path in a fast paced environment • Demonstrated creative, critical thinking and negotiating skills. Excellent analytical skills. • Experience in Web Server Administration (WebSphere and/or WebLogic) a plus • Required experience with supporting enterprise applications (web servers, application servers, database servers, etc.) • Ability to demonstrate practical experience with JSP, JDBC, and BEA WebLogic or IBM WebSphere Server Administration • 4 or more years of experience in HW/SW development or technical/customer support role • Individual needs to be hard-working, a self-starter, and highly motivated • Strong team player who enjoys working in a fast paced team atmosphere • Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer. • Must enjoy high pressure situations Job Responsibilities: • Reporting to the Manager of Support Services, the successful candidate will be responsible for providing a high level of customer satisfaction through the effective delivery of technical support and customer service programs. He/she will staff the Customer Service Hotline and email/web customer requests, including telephone, on-call pager, on-line and on-site support. • Responsible for researching, troubleshooting, analyzing, and resolving customer hardware/software problems that may be escalated from the customer, Technical Support Engineers, Field Services Engineers, or other employees. • Analyzes, Generates Bug reports, product enhancement requests, FAQ's, Field Change Notices, etc. • Assist Account Mgrs. and Field Service Engineers (FSE's) in escalation situations. • 24x7 on-call support • Leads cross-functional teams to define and develop customer problem resolution plans, tracking milestones, deliverables, and reporting to management • Consults and develops effective relationships with others to drive creative solutions to improve customer product satisfaction • Provides backup support for Technical Support Engineers on all the following functions: • Staff and answer Customer Support 800 number during identified shifts, ensuring calls answered within 180 seconds • Monitor Customer Support's Help Inbox for emails and identify, document and respond to requests immediately upon receipt • Log all inbound activities (phone and email) into Call Tracking system • Process customer Return Material Authorization (RMA) requests. This includes troubleshooting products with customer's to the best capability prior to performing an RMA on the product Walkin Venue : Global Logic India Pvt Ltd Unit No 201, A to G, 2nd Floor, Delta 2 Building Giga Space IT Park, Viman Nagar Road, Pune - 14 Posted Date : 31/07/2010 Posted By : View Employer / Advertiser Details More Jobs : |
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