The Senior Customer Support Engineer is responsible for supporting software applications, managing customer cases, troubleshooting issues, and ensuring customer satisfaction through effective communication and technical guidance.
Job Description:
- Support and troubleshoot Software Applications
- Manage customer cases/issues through to resolution
- Verify, reproduce and isolate faults in software, as reported by the Customers
- Answer customer queries with detailed investigation and clear communication to provide answers using reference materials such as product manuals, case management tools, Confluence, product release notes, and other Kaleriss resources.
- Serve as customer advocate throughout the customer lifecycle
- Must be willing to work in shift based on business needs
- Apply analytical thinking and strong technical troubleshooting skills
- Learn and adopt new technologies and services
- Be part of a global 24x7 on-call duty roster to manage and address critical (P1) issues
- Perform account management tasks such as case reviews, customer conference calls and assisting with project go-lives
- Travel as needed and work extended hours under tight deadlines when required
- Education
- Engineering Degree (B.E / B.Tech) in Computer Science or IT related disciplines with CGPA of 7.5 or higher
- Experience
- 5-8 years of experience in Technical / Product support (Application Support), including at least 3 years supporting enterprise software solutions
- Experience in container terminal, shipping, or logistics industries preferred.
- Exposure to container terminal automation is a plus.
- Technical Skills
- Strong analytical and technical troubleshooting skills across various applications and technologies like ActiveMQ or Kafka.
- Hands-on experience with JAVA, XML, Apache and client-server applications.
- Knowledge and experience in coding with Core Java/Groovy is advantageous
- Familiarity with MS SQL Server, Oracle, Java frameworks (Spring, Hibernate, J2EE)
- Understanding of relational database structures and web-based enterprise solutions
- Knowledge of diagnostic tools like Hyperic and transformation tools like Xenos/OpenText.
- Soft Skills
- Excellent written and verbal communication in English.
- Strong Customer Service orientation
- Detail-oriented, self-motivated and assertive communicator
Demonstrated ability to lead and drive resolution of complex and/or critical customer issues, providing technical guidance and direction to the Support Team under high-pressure situations.
Serve as a role model and mentor to the broader team, consistently exhibiting professionalism, accountability, and a customer-first mindset in all interactions.
Ability and willingness to work in shifts and collaborate in virtual teams across locations- Leadership, time management and organizational skills
Kaleris is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Kaleris Chennai, Tamil Nadu, IND Office
Zenith, Phase III, Unit No: 4 9th floor, CSIR Road , Chennai, India, 600 113
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