Hello Business Partner,
Hope you are doing well Today. *Please reply to [email protected] <[email protected]> * Find below our requirement. Please respond with Most suitable resume immediately to the below mentioned ID along with contact information and rate to carry out further discussions. ** *Product Support Engineer* *Location: Cary, NC* *Duration: 6+ Months* *Rate: 35/hr MAX* *Job Overview *This position is responsible for providing front-end technical support to customers by providing solutions to most product usability and functionality questions, including performing minor recreations to deliver quality and customer satisfaction. Key Responsibilities § Take ownership of technical customer requests and provides support for a product or product line using telephone and web-based solutions. Research and resolve all functionality and usability related issues; identify and direct complex or high impact issues to senior staff for resolution. § Manage own time to appropriately to prioritize assigned workload and backlog, escalate issues to next level according to product line procedures. § Perform troubleshooting steps to recreate minor customer issues on approved test systems. § Understands and accurately document complex product questions; determine the appropriate process to progress the issue to resolution. § Maintain knowledge of support policies, procedures and systems; determine appropriate actions in line with Technical Support Handbook guidelines. § Use the appropriate call tracking and other CA technical support systems to identify fixes, investigate customer problems, answer common questions, check entitlement, keep issues up to date and correctly documented. § Enhance a positive customer experience by: § Updating existing knowledge documentation and creating quality knowledge base documents. § Promoting the use of customer self-support tools provided by CA, by demonstrating functionality and effectiveness to customers. Typical Role Definition Professional Staff. An intermediate level professional Role. Some evaluation, originality or ingenuity required to perform tasks. Knows and applies the fundamental concepts, practices, and procedures of a particular field. Knows the basic job duties. Performs work under general supervision that is varied, and may be difficult, yet typically involves limited responsibility. Works on problems where analysis of situations or data requires a review of a variety of factors. Job-Specific Authority and Scope § Generally works without consulting their manager. § Independent decisions are made daily. § Examples of typical decisions without manager consultation: § Work with the customer and CA resources to meet customer objectives. § Determine priorities of customer issues. § Recommend solutions to customers. § Typically has no direct reports. § Typically has no total staff. § Typically has a global geographic focus. § Typically does not manage a budget. Business Travel and Physical Demands Business travel of approximately 10 or less percent yearly is expected for this position. Physical demands: § Office environment. No special physical demands required. Preferred Education Bachelor's Degree or global equivalent in Computer Science or related discipline. Work Experience Typically 12 to 36 months of experience in a related field. Regards, *Safeer* SancroSoft USA INC Phone: 916-671-5584 E-Mail : [email protected] -- -- To unsubscribe from this group, send email to [email protected] For more options, visit this group at http://groups.google.com/group/CBE-Software-Engineer?hl=en --- You received this message because you are subscribed to the Google Groups "CBE Software Engineer" group. To unsubscribe from this group and stop receiving emails from it, send an email to [email protected]. For more options, visit https://groups.google.com/groups/opt_out.
