Software Engineer - Customer Support (Tech.)

Role overview

Software Engineer - Customer Support (Tech.) at Icertis

Responsibilities

• Provide technical expertise, guidance, mentorship to team members.
• Work practicing agile methodologies, follow best coding practices and ensure quality & timely delivery.

Required qualifications

• Minimum qualification: Qualifications • 4+ years of previous experience in an Application Development/ Support or sustaining engineering role. • Development and troubleshooting skills on the Microsoft platform, with expertise in C#, ASP.NET, MVC, SQL, Stored Procedures and JavaScript. • Exposure to Windows Azure and Cloud Computing will be an added advantage. • Deep understanding of customer support processes and tools. Ability to follow defined processes. • Outstanding written and verbal communication skills. • The ability to be a good listener, and to understand customer issues. Ability to provide innovative workarounds or design a solution to fix customer's problem

Employment details

• Location: Pune [Maharashtra] [India]

About the employer

• Who we are: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future.

Additional role details

• Our unwavering commitment to contract intelligence is grounded in our FORTE values-Fairness, Openness, Respect, Teamwork and Execution-which guide all our interactions with employees, customers, partners, and stakeholders.
• Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination Responsibilities
• Understand how the product works and how it is used by customers.
• Interact with customers on/ off-site to troubleshoot issues, provide workarounds by leveraging your software development skills.
• Understand and fulfill enhancement requests received via customer use-cases.
• Develop knowledge base articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.
• Participate in hiring processes.
• Follow and contribute to defined CRM processes to manage customer requests efficiently.
• Provide hot fixes, patches and upgrade deployment support in production and staging environments and work closely with customers to schedule and test.
• Define and track bugs for Development and offer innovative ideas to improve product quality.
• Role may involve travel to customer locations.