Rocket Software, Inc. Hiring for Associate Technical Support Engineer at Chennai, India Full Time

It’s fun to work in a company where people truly BELIEVE in what they’re doing!

Job Description Summary:

The Associate Technical Support Engineer is the direct interface between Rocket customers and the Support department. They are skilled in customer service and are able to understand a customer’s expectations to meet and exceed required customer service levels. This includes providing expert support for multiple software products via the telephone, email and/or chat. Assessing the nature of product issues and gathering information needed to resolve them. Throughout this process is the need to document steps taken to trouble shoot or resolve customer issues.

Primary Responsibilities:

• Interact directly with various internal departments to facilitate customer request and trouble shoot product problems in a professional manner.

• Analyze and summarize customer issues to prepare appropriate solutions/clarifications to respond to customers.

• Track and document inbound support requests and ensure proper notation of customer requests or issues.

• Maintain knowledge about assigned products and company services available.

• Provide after-hours support to customers on a rotating basis utilizing the Customer Care After-Hour procedures.

• Contributing to the Knowledge Base via Creating and Editing the Customer issues.

• Actively participate in the escalation process fully documenting and aggressively pursuing solutions to critical issues.

• Participate in the evaluation of new releases of products and report on performance, functionality and issues to R&D.

General Qualifications:

• Bachelor’s Degree in a technology field or an equivalent combination of education and relevant IT experience.

• 3-5 Year’s experience in the Customer Care business.

• Desire to step into a support role to investigate and resolve incidents based on ASG products.

• Excellent oral, written and interpersonal communications skills.

• English language experience in spoken and writing is a prerequisite.

• Proven organizational and time management skills.

• Demonstrated experience adapting to change and managing priorities.

• Strong customer service skills in interacting with both internal and external customers.

Additional Qualifications:

• Operating system knowledge : Windows, Unix, Linux.

• Web / Cloud techniques like HTML, AWS, Docker , XML, Kubernetes is a plus.

• Postgres/SQL Database understanding a plus

• Programming Language capabilities a plus

• System Administration Experience, Windows Server, Websphere, Tomcat

• Interest in technical challenge.

Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to hr@rocketsoftware.com. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!

Thousands of companies around the world depend on Rocket to solve their most challenging business problems by helping them run their critical infrastructure, business processes, and data, as well as extending the value of these assets to take advantage of cloud and mobile computing, advanced analytics, and other future innovations. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems that thousands of brands we interact with every day. At Rocket, software has always been about people—not just ones and zeroes. We’re people solving problems for other people, and we strive to treat our customers, partners, and fellow Rocketeers with humanity. Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts with 31 offices around the world.