Technical Support Analyst (Application Support) (Chandigarh)

Binary ERP software Pvt ltd - Date posted: 30 Apr 2019
Position Summary: The Technical Support Analyst is primarily responsible for delivering support to VARs and users of Binary Stream’s products. The goal is to enable our customers to extract optimum value from their investment in our software, direct customers to our paid service offerings where appropriate, and to maintain an elevated level of customer satisfaction. The Technical Support Analyst is expected to collaborate closely with internal stakeholders, liaise effectively with domain experts as needed, and to generally minimize the impact of customer-reported incidents on the software development teams. Primary Duties and Responsibilities: • Solve issues encountered by customers engaged in implementing and using Binary Stream products. • Create a support ticket for each newly reported customer issue, subsequently ensuring that the content and status of each ticket is kept current. • Obtain and record all information needed to replicate issues encountered by customers within their working environment. • Involve the appropriate Development team member in the resolution of customer-reported issues where the results of analysis suggest that this is caused by a software defect. • Maintain oversight over the status of open tickets, ensuring that an appropriate level of communication is maintained with affected customers. • Contribute to continuous improvement within the customer Support function, using retrospective to enhance best practices, and proactively sharing this knowledge with others. • Provide guidance, coaching, and support as needed to other staff who may engage in Technical Support activities from time to time. • Fulfill administrative processes as necessary to ensure that all reporting, contract management, and other functions are completed in a timely manner. • Use trace analysis, debug skills, source code, and diagnostic tools, to perform initial analysis of the issues. If the initial analysis indicates the issue is complex, the Technical Support Analyst is responsible for escalating the issue to more senior support personnel or the development team. • Use profiling tools to perform initial analysis of software performance issues before involving more senior support personnel or the development team. • Provide professional services to customers such as performing Binary Stream product installations on the customer’s systems and certain custom report changes. • Write internal and external knowledge base articles to share tips and best practices with team members and customers. • Contribute to the technical analysis and recommendations in response to customer escalations that are addressed to or come to the attention of Binary Stream management. • Provide pre-sales trial support to strategic or traction opportunities as required, including assistance with implementation if included in the trial scope. • Should be prepared to work outside of normal office hours, from time to time, when necessary....

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