Job code
  • AS/06/21

Experience
  • Candidates with 0 to 2 years of experience.

Core Responsibilities
  • Managing incidents, requests and enhancements from customers using support tools and adhere to SIERRA’s support processes

  • Ensuring that the application is fully operational at the customer end and any loss of service is restored in a timely and efficient manner

  • Providing a high level of service to customers and adhering to strict SLAs for L1 response and resolution times

  • Handle customer escalations

  • Problem determination, workaround resolution, root cause analysis, major incident management

  • Deployment of releases, patches for upgrades and customisations

  • To assist with the application demos and trainings for customers

  • Maintain a cordial relationship with customers and key stakeholders

  • Support and share knowledge and information with other team members

  • Handle team review meetings and prepare reports

  • Prepare and present KPIs for management review

  • Ensure that solution and application support process is maintained to the highest quality and accuracy as per SIERRA’s quality management standards

Required Skills
  • Excellent written and spoken English

  • Excellent analytical and problem-solving skills

  • Ability to work both independently and as part of a team

  • Excellent customer service skills

  • Understanding of software development cycle with focus on implementation & support

  • Deployment of releases, patches for upgrades and customisations

  • Basic knowledge of software application testing

  • Basics of database querying

  • Knowledge on web application architecture, IIS configuration and database backups

Desirable Skills
  • Previous experience dealing with customer support cases for software applications via e-mail and telephone

  • Familiarity with the help desk / support ticket management tools is advantageous

  • Requirement gathering and specification documentation

  • Understanding of change and release management