Roles & Responsibilities:

  • Field client requests via ticketing system, email and/or phone
  • Understand and interpret client requests accurately
  • Enter and manage cases in support ticket system
  • Identify repeat requests, perform root-cause analysis and recommend the appropriate solution to reduce repetitive requests
  • Provide support for assigned software applications
  • Proactively communicate updates of case status to internal and client stakeholders
  • Ensure ticket resolution addresses client needs with the appropriate level of detail and within a reasonable timeframe
  • Meet client SLA requirements for response time, resolution, and escalation as appropriate
  • Monitor and escalate unresolvable tickets to management for appropriate handling
  • Applies knowledge and best practices while serving as an advisor to the client
  • Document and share best practices with internal team

Desired Candidate:

  • Experience supporting enterprise level applications like ILM, BostonPost, or any Real Estate Business Applications
  • Experience with Microsoft Office applications (Word, Excel, PowerPoint)
  • Experience with MS SQL queries and relational databases is must
  • Knowledge of real estate and/or financial industries is preferred
  • Strong technical aptitude and work experience with technical applications and systems
  • Excellent verbal and written communication skills that are modified to meet customer needs and level of expertise and sophistication
Job Category: Application Support Engineer
Job Type: Full Time
Job Location: Pune
Experience: 1-3 Years

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