Application Support Engineer (Sri Lanka)
Employer: eBuilder
Industry: Customer Service, IT Support and Networking
Location:
eBuilder is a leading provider of Customer Care solutions, enabling companies to improve and expand their customer care process. eBuilder’s Customer Care platform integrates company processes, back-end solutions and lines of business with their business partner and service network ecosystem to simplify the consumers’ user experience. With eBuilder Customer Care, companies can drive down cost in the customer service process, while improving customer loyalty and minimizing customer churn.
eBuilder has customers in more than 70 countries and our solutions are used by more than 500,000 end users. Corporate headquarters is in Stockholm, Sweden, with offices in China and Sri Lanka.
Application Support Engineer
Key Tasks:
• Enhance effortless customer care experience.
• Provide technical and business level support for critical business applications.
• Manage incidents and service requests, coordinating with internal and external stakeholders.
• Resolve incidents and service requests by providing professional assistance with the efficient and caring interactions.
• Take initiatives for the continuous improvement of products and processes.
• Involve actively in agile development life cycle.
Qualifications and Experiences:
• B.Sc. in Computer Science or a related degree.
• Have 1-2 years working experience in Application Support.
• Experience in working with SQL and Linux.
• Ability to work during the customer working hours for the clients established around the globe.
• Manage customer expectations under challenging circumstances.
Personal Qualities:
• Excellent presentation skills.
• Ability to drive meetings in a confident manner.
• Confident communicating in English.
• Excellent autonomous problem solving ability
Responsibilities:
• Take the ownership of the incident management and service fulfilment process.
• Adhere to the respective Service Level Agreements (SLA)
• Drives the problem management process continuously until the root cause of the incidents are fixed.
Candidate should be willing to travel overseas on both short and long-term basis and should be able to work long hours when demand exists.
Please forward your complete resume with two non-related referees.
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