Senior Java Microservices Engineer
EMAPTA Empowering People
Technical Support Specialist
About Emapta : EMAPTA is a leading offshore outsourcing company with almost 4,000 employees who deliver high quality business solutions to more than 400 global companies across a diverse range of industries for over 12 years .
Core Competencies :
Analytic Mindset - advanced critical thinking and problem - solving skills Excellent Communicator - both written and verbal Sense of Urgency - ability and drive to quickly resolve customer issues Accountable and Responsible - working within normative and target service levels Decision Making and Adherence to Policy Professionalism - represent company in an organized , friendly , and professional manner Results Oriented - driven by overall team performance data and individual metrics Service Oriented - able to quickly analyze issues and determine the best course of action using sound judgement and available resources .
Provide customers with solutions and alternatives to any issues or concerns they are having with hardware , software and the GUIDE portal Build and maintenance knowledge base articles to assist customers self - diagnose ( and resolve ) common issues Develop and maintain standardized response database , FAQs , internal processes and procedures , and other support documentation needed to continuously improve the efficiency of the customer support team Appropriately tags all resolved and unresolved customer issues in Freshdesk according to company policy Report serious technical issues to management and assist in the resolution process keeping customers updated on the progress and acting as the primary point of contact Prioritize support tickets according to severity Using sound judgment , escalate issues to senior team members ( specialists ) within the help desk organization Perform other duties as necessary .
Skills and Qualifications :
5+ years ` experience in customer support or other technical troubleshooting field Knowledge of help desk management software tools Able to communicate fluently in the English language including written and spoken dialogues directly with end customers Exceptional multi - tasking abilities and prioritization skills Team player able to work under pressure .
Nice to have :
College or university degree preferred , or an acceptable combination of technical education and relevant experience Experience leading a technical support organization Experience with troubleshooting Wireless / Bluetooth network appliances Experience drafting 2D floor plans or building blueprints Experience auditing measurement results to ANSI or RMS property measurement Standards AWS cloud services ( portal ) support experience .
For interested applicants , you may send your CV to Menaka.firstname.lastname@example.org
Please mention the position in the subject line IT Equipment will be provided .