Technical Support Consultant 4

MW Partners is currently seeking a Technical Support Consultant to work for our client who is a global leader in multimedia and creativity software products.

Responsibilities and duties:

• Performing root cause analysis on customer issues with the goal of enabling both peers and the customer to grow their knowledge of the product.
• Thoroughly documenting all communication troubleshooting and activity on issues reported by customers
• Educating customers on specific product functionality required to resolve their issues.
• Writing and presenting internalinformal courses on troubleshooting areas of product functionality.
• Creating solution entries as required
• Working cooperatively with other Technical Support team members and members of other teams such as consulting services Engineering technical operations and deliverability.
• Timely communication with customers concerning status of open support issues
• Troubleshooting issues related to 3rd party software applications
• Working in conjunction with other team members on special teams or projects assigned to the Technical Support team such as customer migrations product testing implementations and followup training of customers and newer support team members.
• Provide technical support and product guidance to customers partners and others who are involved in developing campaigns and other marketing channel communications on our platform at all stages of the cycle.
• Proactively develop and nurture good working relationships with developers and users at customer sites to ensure that their success with our product is assured through your efforts.
• Effectively research record and maintain ongoing knowledge of best practices for product usage in all areas of functionality.
• Build and maintain strong working relationships with other teams that support customer needs and business goals.

Requirements:

• 710 years of experience in a software support environment supporting complex multitiered enterprise software applications.
• Experience writing and debugging SQL statements XML/Javascript/HTML are required.
• Experience with one or more database platforms (Oracle SQL MySQL or PostgreSQL) is required.
• Experience with web services APIs database connectors SOAP
• Proven in depth of knowledge of complex databasecentric internetbased systems
• Ability to multitask and work through problems independently
• Excellent Communications skills (written & verbal)
• 4year degree or equivalent experience
• Highly Organized
• Curious and interested in learning new technologies
• Strong multiple priority management skills
• Demonstrates awareness and commitment to customer satisfaction Work experience
• Worked in a role recently (within the past 5 yrs) as a technical support person that was working with businessenterprise customers.
• Has held a role that required at least 20% of their time to be spent troubleshooting with SQL and relational databases.
• Has 2 yrs experience reading and troubleshooting XML HTML
• Has 2 yrs networkclientserver connectivity.
• Has digital marketing experience from an email service provider or a competitor.

For a confidential discussion or to find out more contact Nitin Kuntiya onor apply now.