Position Title: Customer Support Technical Engineer
Location: Bangalore,India
No. of open positions: 8.
Job Description:
Job Description
Job Title: Customer Support Technical Engineer
Department: Customer Support, APAC
Reports to: Team Manager
Summary of position:
The Technical Engineer should act as the technical interface to customers and partners providing quality technical support. The engineer should have excellent communication skills, and look to support their colleagues and peers throughout the organisation. They should have an eagerness to learn and take on new challenges whilst always thinking about how they could improve the customer experience from within Business Objects Customer Support organisation.
As a Technical Engineer you are expected to pro-actively assist the Team in driving key initiatives and ensuring the long-term success of our customers and the business. You may be required to represent the team in a number of other functional areas within the company and you look to support this in an innovative and positive manor that lives the customer support values.
Essential Duties and Responsibilities:
• Support the customer :
? Provide 1st and 2nd line technical support to customers and partners in the APAC region. This is done through effective case management.
? Maintain a high level of customer satisfaction which is measured on a regular basis.
? Managing cases to specific guidelines as specified in the Support Users Guide. Regularly keeping customers informed of the status of their cases.
? Responsible for identifying and documenting bugs, RFI's and ERs for review and validation
• Support the team:
? Working on specific projects (e.g.: creating trouble shooting exercises, creating a more efficient work environment for the APAC support team, Provide assistance with specific projects to impact customer satisfaction etc).
? Involved with technical training activities and knowledge sharing by conducting appropriate learning sessions that cover new issues and case resolution examples and regular contributions to the knowledge base.
? Review their own technical performance with the Technical Leads.
? Become involved with the rollout of new product releases to gain familiarity with new technologies.
? Any other duties as required by the Manager.
Technical:
• Has a good working knowledge of a wide range of Business Objects products
• Has installed the Business Objects (BO) Software (SW) on various platforms
• A high understanding of the relational database theory to include normalisation, SQL (DML &DDL)
• Understanding of the seven Layer OSI model (windows operating system architecture)
• A high understanding of the concepts that encompass Client Server technology
• Understanding of database connectivity in the Client Server environment
• Complete familiarity within a Windows Operating System environment including security and networking.
• A high understanding of HTML and web related concepts to include protocols e.g. ftp etc.
• Excellent diagnostic and technical analysis skills
Professional:
• Follows verbal and written instructions accurately
• The individual should have written and verbal communication skills that deliver high quality support
• Is able to manage time and work flow to meet service levels
• Demonstrated ability to effectively negotiate Case and Bug severity accurately with customers
• Demonstrated ability to transfer Business Objects expertise to customers
• Demonstrated ability to work independently with customers
• Dedicated to the success of customers
• Writes white papers that are well structured and easy for a technical reader to understand
• Exercises judgement in seeking advice
• Projects a positive and professional image
• Contributes to the success of team objectives through effective teamwork
Qualifications:
• A Bachelor's degree in Computer Science, Engineering or equivalent or demonstrated skills and/or related experience
• Typically 9 months to 18 months of relevant experience.
Profiles referred should have complete details of 10th, 12th, Graduation/Post Graduation percentages in the resumes.
Qualification: Graduate in Computer Application /BE /BCA/ MCA/ MSc.
Experience: 3 to 5 yrs
No of open positions: 8
Candidates should be currently working in Bangalore
Preferred: Candidates currently working in Product companies or working with any of the Top 10 Services company
Resume should carry the contact details (Phone number and Email ID of the candidate) and all other relevant details
sthalapaneni@ businessobjects. com (or) sandeep.thalapaneni @sap.com.
