Executive / Tech Support

Description

Job Responsibilities

Gain a comprehensive understanding of the company’s products and services.

Monitor database performance, identify bottlenecks, and propose solutions for optimization.

Conduct data analysis to identify trends, patterns, and insights that support business decision-making.

Troubleshoot and resolve database,Application issues, including data performance problems.

Maintain documentation and standard operating procedures.

Assist in data migration, transformation, and integration activity.

Provide customer support through email ticketing system, remote sessions, and phone calls.

Resolve customer complaints and address their queries promptly and effectively.

Offer detailed information about the products and services to customers.

Maintain records of all customer communications for future reference.

Strive to provide exceptional customer service and ensure customer satisfaction.

Follow up with customers to gather any further information or address additional needs.

Collect feedback from customers to improve the quality of services.

Contribute to the company’s knowledge base by documenting important information and updates.

Foster and maintain positive relationships with clients.

Uphold the quality and standards of the services provided.

• Candidate should possess a strong understanding of the BSS and OSS process.

Qualification and Experience.

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 2+ years Experience in a Technical Support Environment

Knowledge and Skills

Strong knowledge of database management systems, including MySQL/Oracle/MSSQL/Mongo and other relational databases.

Proficient in data analysis techniques and tools.

Familiarity with database performance tuning and optimization.

Experience with data migration, transformation, and integration processes.

Strong problem-solving and troubleshooting skills.

Excellent communication and collaboration abilities.

Understanding API testing tools like Jmeter and postman.

Understanding of Get and Post API methods.

Understanding and working knowledge of Customer Relationship Management software such as ZOHO, Freshdesk etc.

Preference:
Technical abilities to include the following:

• Database analysis
• Database structural knowledge
• Experienced in APIs and data manipulation