Req#: 439417
Updated: 05/31/2017
Job Type Regular
Location: Hyderabad India
Category: Support
Job Description
SumTotal Systems, LLC, the largest independent provider of integrated human resources (HR) solutions, is increasing the performance of some of the world’s most successful organizations. The only HR solution provider to deliver Talent Expansion, a whole new approach to discovering, developing and unleashing hidden potential within our customers’ workforce, SumTotal delivers employee enablement solutions that help organizations become great places to work. SumTotal’s people-focused applications, available on premise and in the Cloud, enable contextual, just-in-time development designed to advance employees’ skills and knowledge. Today, more than 3,500 organizations, including several of Fortune’s “Best Places to Work,” rely on SumTotal’s on premise and cloud-based Talent Expansion applications to enable and empower their employees.
SUMMARY JOB DESCRIPTION
Technical Support Engineer will play a critical role in providing technical assistance for SumTotal’s global customer base. As a member of SumTotal Customer Support, Technical Support Engineers provide real-time technical support on SumTotal Enterprise products through e-mail and phone interactions with customers and by using SumTotal's internal incident tracking system. The fundamental goal of this position is to help our customers achieve success using our products. The job involves handling and resolving complex technical queries and issues in the areas of product functionality or architecture and defect correction.
DUTIES & RESPONSIBILITIES
Developing a deep knowledge of SumTotal’s range of enterprise products
Solve basic common user problems in real time, including software functionality problems and questions; data communication/networking troubleshooting; installation problems and questions; and OS and browser related issues
Communicating with customers via telephone, email, or other media as applicable regarding technically complex problems identified in SumTotal’s software products, and maintaining effective customer relations
Escalate top priority, production-critical issues to the appropriate technical staff
Maintain ownership of issues until resolution, drive other teams as needed, set customer expectations accordingly.
Resolve incidents in a timely manner as per SLA’s.
ESSENTIAL SKILLS, EXPERIENCE & EDUCATION
Technical expertise in SQL and/or Oracle is desired
Strong team player with excellent communication skills and customer interaction skills
Background in application support and Workforce Management methodologies is advantageous
Good problem solving and troubleshooting skills
Ability to grow and work in a team
Degree in Computer Engineering / Sciences or equivalent work experience is desired
Must be willing to work in shifts
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Contact : Mr.Venkat Ramana Reddy
Address : 4-38, Vikas Nagar, Near Rajadhani Theater,
DilsukhNagar, Hyderabad, Telangana-500060
Num : 8 143 145 141
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