Technical Support Engineer – Standard Support

Job Description

Technical Support Engineer will play a critical role in providing technical assistance for SumTotal’s global customer base. The job involves handling and resolving technical queries and issues in the areas of product functionality or architecture.

Key Responsibilities

• Developing a deep knowledge of SumTotal’s, Total Performance Enterprise product
• Communicating with corporate customers via telephone, email, or other media as applicable regarding technical problems identified in SumTotal’s software products, and maintaining effective customer relations
• Understand customer business needs and resolve technical customer issues, and maintaining ownership of the issue until it is resolved completely
• Simulate customer problems internally and provide solutions
• Identify bugs and work with engineering teams for fixes/solutions
• Own customer accounts and be responsible for customer satisfaction.

Knowledge and Skills

• A programming background with ASP/Asp.net
• Knowledge of Windows 2000 Server, IIS, Networking
• Knowledge of SQL – Server 2000 Database
• Knowledge on installation and configuration
• Knowledge of .Net would be an added advantage
• Knowledge on HR/Performance management desired.

Education, Training and Minimum Qualifications

• Graduation in Engineering / Sciences or a Post graduate degree in Computer Sciences
• Minimum 3+ years of relevant experience
• Experience in application support will be preferred
• Must be willing to work in rotating time zones.
• Strong customer service focus
• Good problem solving skills
• Excellent English communication skills
• Ability to grow and work in a team

Inquire about this job at: indiajobs@sumtotalsystems.com with the job title as the subject.