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Support Engineer JD

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4 views

Support Engineer JD

Uploaded by

praneshwar.prakasam24
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Join our PACS Employee Referral Program, Chennai

Dear all,

As you know, here at Temenos, we are always looking to grow our teams with talented people, just like you.
That’s why, we are excited to announce that we are currently looking for “Product Support Engineers &
Senior Product Support Engineers” to work with our PACS Department, Chennai office.

About the department:

Product Analysis and Customer Support as the name indicates, provides support to clients who use Temenos
products. This includes either clients who are in the Implementing stage or clients who are already live on
Temenos products. All support requests from these clients are handled by PACS.

1. Support Engineer - Job Description:

Support Engineer will assist customers with a variety of different questions, concerns and problems in an
efficient and timely manner by taking ownership of each case from beginning to end. This role will work closely
with other members of the Customer Support team in order to provide swift, efficient and consistent resolutions
for customers.

Primary responsibility will be to facilitate solution to the tickets logged. It includes analysis of the ticket logged,
updating clients and stakeholders through appropriate channels in every stage of resolution & providing an
agreeable solution

• Bachelor's degree in Computer Science from a four-year college or university;


• 2 to 4 years of Support (and/or) customer service required.
• Strong communication skills a must. Strong problem-solving skills. Able to provide exceptional follow
through and be customer service drive. Accessibility to work varying hours due to customers being
nationwide.
• Ensure the customer receives an adequate level of service with each concern or request. Answer
product and process related questions posed by customer through an internal case management
system.
• Track and maintain constant communication with the customer from the beginning to the end of any
established case, issue, or concern.
• Remain highly adaptable - Due to the turbulent nature of priorities in supporting customers, this role
requires high adaptability to changing demands, deadlines and priorities. Answer product and process
related questions posed by customer through an internal case management system.
• Create training and helpful product documents Perform quality assurance testing when applicable;
remain consistent with quality strategy from the Quality Assurance team; Assist with product demos
to potential customers when needed; Coordinate reference requests with existing customers when
required; All other duties as assigned.
• Responsible for maintaining positive and loyal relationship between TEMENOS and its customers.

Required Technical Skills:


• Software Proficiency: .Net, C#, VB.net, SQL server, ADO, MVC, WCF, LINQ, WEB API, JavaScript,
jQuery, BootStrap.
• Capable to Run queries, debug and troubleshoot and fix defects, debug code, recommend changes
in software to improve user functionality and eliminate problems. Assist in technical implementations
issues. Perform software installations and upgrades. Provide customer support and technical issue
resolution via internal case management system.

2. Senior Support Engineer - Job Description:

Senior Software Engineer will provide the technical expertise, assistance and project coordination necessary
to modify and repair technical issues and resolve technical problems for TEMENOS’ customers. This role will
work closely with other members of the Customer Care and Product Support teams in order to provide swift,
efficient and consistent resolutions for customers.

Primary responsibility will be to facilitate solution to the tickets logged. It includes analysis of the ticket logged,
updating clients and stakeholders through appropriate channels in every stage of resolution & providing an
agreeable solution

Required Technical Skills & Qualifications:

• Bachelor's degree in Computer Science from a four-year college or university; Additional one or two
years related experience and/or training or equivalent combination of education and experience.
• 3 to 5 years of Development (or) Development + Support, experience required.
• Software Proficiency required: .Net, C#, VB.net, SQL server, ADO, MVC, WCF, LINQ, WEB API,
JavaScript, jQuery, BootStrap.
• Strong communication skills a must
• Strong problem-solving skills.
• Able to provide exceptional follow through and be customer service driven.
• Accessibility to work varying hours due to customers being nationwide.
• Run queries, debug and troubleshoot and fix defects. Should have excellent debugging skills.
Recommend changes in software to improve user functionality and eliminate problems. Assist in
technical implementations issues. Perform software installations and upgrades. Provide customer
support and technical issue resolution via internal case management system.
• Ensure the customer receives an adequate level of service with each concern or request. Answer
product and process related questions posed by customer through an internal case management
system.
• Track and maintain constant communication with the customer from the beginning to the end of any
established case, issue, or concern.
• Remain highly adaptable - Due to the turbulent nature of priorities in supporting customers, this role
requires high adaptability to changing demands, deadlines and priorities. Answer product and process
related questions posed by customer through an internal case management system.
• Act as the technical reference point during software implementation/upgrades. Provide guidance and
support to client IT teams.
• Develop/Enhance Tools that will help in reducing the analysis time and boost customer experience.
Best tools has fair chance of getting integrated to Core product
• Responsible for maintaining positive and loyal relationship between TEMENOS and its customers.

If you know someone who you think would be a good fit, it would be great if you could refer them by emailing
their resumes to [email protected].

Please submit your nominations before 29th April 2020.

With warm regards,

HR Team

TEMENOS Headquarters SA | 2, Rue de L'Ecole-de-Chimie | 1205 Geneva | Switzerland

Copyright @ 2018 Temenos Headquarters SA. All rights reserved. Privacy Policy.

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