Product Support Engineer - Field Operations - Java/ Android

CareerDefine
  • Delhi
  • Confidential
  • 2-3 years
  • 190 Views
  • 29 Jan 2016
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  • Project/ Program Management IT

  • IT/ Technology - Software/ Services, IT/ Technology - Mobile/ VAS Applications
Job Description

Summary:

The Field Product Support Engineer will provide Tier 2/3 onsite product support for payment product and platform. The qualified candidate will also perform thorough onsite troubleshooting and remediation of issues for escalated issues.

Essential Duties and Responsibilities :

- Performs complex, high-impact Engineering Support tasks

- Solves highly complex and broad reaching problems

- Answers customer requests to assist with Product Support related inquiries

- Assists customers with product installation and training

- Follows documentation and training materials to diagnose and resolve customer issues

- Create/update documentation after resolution of issues

- Enters all call activity into tracking system

- Provides Technical Support to customers for operational and maintenance aspects of products

- Researches and resolves customer issues

- Serves as customer contact for technical and service related problems

- Diagnoses mechanical, hardware, software and systems failures using established procedures or by creating new means of addressing customer technical issues

- Determines most cost effective repair/resolution to minimize customer downtime

- Develops and maintains positive customer relations

- Coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner

- Works independently

- Performs other related duties as assigned

Knowledge & Experience :

- Bachelor's Degree in computer or engineering related field (or related field experience).

- Minimum of 2 years related support engineering experience preferred, working directly with end-user customers

- PCs and related software applications

- Mobile application running on Android

- Windows, DOS, Unix and other operating systems

- Networking and Communication protocols

- Database servers - My SQL Server/SQLlite(android)

- Expertise in all phases of systems analysis, the software development process and/or functional engineering principles


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CareerDefine