Birlasoft Freshers Recruitment | Product Support Engineer | 2019, 2020 Batch | Pune
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| Birlasoft off campus drive 2020 |
Birlasoft Freshers Recruitment 2020 in Pune For Product Support Engineer Position. BE/BTech/MCA Freshers 2019, 2020 passout are eligible to apply for this job.
Company Name: Birlasoft
Job Location: Pune
Job Category: IT | Software
Job Position: Product Support Engineer
No.of Openings: 20
Salary: Rs. 3,25,000/- per annum (10% variable)
Experience: Freshers
Qualification: BE/BTech (CS, IT), MCA
Year of Passing: 2019, 2020 Batch
Eligibility Criteria:
- 60% throughout in education.
- Ready for signing 2 years of bond.
- Complete night shift job, Should be ready for Product Support role which includes on call support to US customer.
Key Responsibilities:
- Issue Solving – Troubleshooting and providing technical resolution on issues reported by customers through tickets, chat or expert mode, for enterprise product suite like SAP Analytics, Business Intelligence, etc.
- Knowledge Transfer – Continuous technical upskilling for self and the peers, documentation of accrued knowledge.
- Additional Tasks.
Key Tasks
1.Case Solving – on Portal and Expert Chat:
- Resolve known errors by means of documentation – SAP Notes, Knowledge Base Articles, solved customer incidents, documentation, WIKI or verifying customized entries or hardware parameters.
- Perform root cause analysis and provide solutions in complex environments for specific fields/areas.
- Achieve a high level of customer satisfaction through individual case work.
- Escalate on time and good quality – keep incidents aged days to a minimum.
- Enterprise Support KPI adherence.
- Very High incident handling.
- Maintain and follow your personal development plan by attending e-Learning Lessons and Remote Learning Sessions, Classroom Training, Coaching and on the job training.
- Participate in weekend support activities as required.
- Provide extended and 24 hour coverage if required.
- Report errors to development organizations.
- Involvement in case reduction tasks like creation of Knowledge Base Articles and notes, contribution in community and, forums.
2. Knowledge Transfer:
- Coaching and Mentoring.
- Continuous Knowledge Management contribution by Creating Knowledge Base Articles and WIKI Documents.
- Deliver standard application/technology trainings and workshops.
- Perform knowledge transfer to internal staff and external customers & partners.
- Produce e-Learning Content (Forums/Wiki to help with incident deflection).
- Drive creation of Knowledge in area of expertise and drive proactive proliferation of knowledge created externally and internally.
3.Additional Tasks:
- Product specialization – be a product expert in at least one product area.
- Develop deeper technical skills like reading code / debugging / creation of small corrections where applicable / SQL.
- Work as functional expert in de-escalation and war rooms (Engage in critical customer situations – e.g: CIM escalation, account escalation).
- Participate in internal projects driven by internal requirements.
- Be involved in CoE/IMS activities driven by business requirements.
- Take initiatives improving team’s performance and efficiency.
Apply link ( Birla soft )
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