Associate Support Engineer Jobs in Chennai - Navis Software India
Job Description
Navis is seeking a dynamic individual with a proven track record of success as a Customer Support Engineer within the software industry. You will be working in a Customer Support environment, consulting with customers, handling cases, and providing fixes to problems as well as liaising with the development team for more complex fixes. To be selected, you must be able to articulate how you are different from your peers and why this leads to exceptional results.
Desired Skills:
• A degree in
computer science or equivalent education and experience.
• 1-2 years related technical support experience and/or
related Application Support (Product Support) experience in container terminal,
shipping line or logistic industries. Experience with automation terminal is a PLUS.
• Strong and inherent customer service/technical support
orientation
• An analytical approach and interest in solving problems
from trivial to complex
• Strong technical and troubleshooting skills in several
applications and technologies
• Detail oriented, hardworking and self-motivated
• Excellent written and oral communication skills in English
• Must be willing to travel based on business needs and have
the ability to work extended hours under tight deadlines to successfully meet objectives
• Team-working skills, especially in relation to
multi-disciplinary virtual teams in disparate geographical locations
• Strong leadership, time management, and organizational
skills
• Detailed knowledge and experience in any combination of the
following systems platform technologies is recommended - VMWare,
Networking technologies, MS SQL Server, Oracle, and desirable are Java, EDI,
Spring, Hibernate, Xenos Transform Designer and or J2EE.
• Hands-on experience of XML, JAVA and client-server
apps.
• Knowledge and experience in writing code using Core
Java / Groovy is a plus.
• Knowledge of Hyperic or other diagnostic tools will be an
added advantage.
• Knowledge of relational database structures, web-based
enterprise solutions and technologies
Responsibilities
• Support internally
developed software applications and provide assistance in troubleshooting
customers systems issues as they pertain to their use of Navis products
• Managing cases and communications from beginning through to
resolution and closure via the other departments such as Sustaining
(Development), QA (Testing) and Product release
• Perform verification, reproduction, and isolation of
application defects or faults reported by Navis Customers - although the role
does not call for any development work to be performed, the ability to debug
the software application and step through the code to isolate and understand
potential cause of a problem is a plus
• Reproduce software defects in a lab environment using
customer datasets and/or remote connections to the customer’s test environment
• Respond to customer “question” cases which often require
detailed investigation work to be carried out in order to provide an answer
utilizing reference materials such as product manuals, case management tool,
Confluence, product release notes, and other Navis resources
• Perform on-site customer-facing work, including upgrading
Navis software or hardware, helping to resolve any critical defects or faults
that could not be reproduced off-site, and testing integration of the Navis
products with other 3rd party systems
• Participate in software implementations and upgrades at
customer’s facilities as needed
• Participate in a global 24x7 on-call duty roaster to manage
and work on Critical issues
• Account management work on assigned accounts such as
conducting regular conference calls and case reviews