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About Company
At Hexaware, we’re not just a global technology and business process services company; we’re a community of 32,536 Hexawarians dedicated to one singular purpose: creating smiles through the power of great people and technology. With a presence in 54 offices across 28 countries, we empower enterprises worldwide to embark on their digital transformation journey with unparalleled scale and speed. As an employer, we’re more than just a workplace. We put our people first, foster diversity and inclusivity, and prioritize their growth through robust learning and development programs. Our culture is a canvas for innovation as we work toward our shared vision of becoming the world’s most loved digital transformation partner.
Job Description :
To improve business operations, application support engineers supervise the setup and upkeep of software applications. Installing updates, debugging, and optimizing software application performance are some of their responsibilities. They might work as independent contractors or be hired by businesses.
To keep an eye on and preserve the effectiveness of our software applications, we are looking for a skilled application support engineer. Your responsibilities in this position will include working with colleagues, successfully completing code migrations, and reporting to our senior software engineering team. Additionally, you will be expected to assist our clients with their IT needs.
Roles and Responsibilities :
- Escalates customer issues appropriately and correctly.
- Demonstrates timely accurate and professional customer service.
- Maintains a positive and professional demeanor and portrays the company in a positive light.
- Demonstrates knowledge and use of departmental resources, policies and procedures.
- Maintains email handle time, while remaining friendly and informative (after call email to customers).
- Actively seeks solutions and identifies trends to appropriate personnel including possible solutions or suggestions.
- Demonstrates appropriate sense of urgency for customer responses
Preferred Qualifications:
- Should be ready to work in flexible shifts (US shifts majorly) – 24 * 7 process.
- Adherence to company policies, rules and regulations.
- To follow quality processes thoroughly using checklist standards.
- Excellent English communication skills
Soft skills:
- Ability to effectively communicate his/her thoughts in a well-organized manner.
- Excellent, live writing skills. Example: Ability to type a minimum of 22 words per minute with few grammatical errors in a back-and-forth conversation with a customer.
- Friendly and upbeat style.
- Ability to handle difficult or irate customers’ effectively.
- Ability to set expectations and deliver information in a positive and articulate way.
- Investigates and takes action to meet customer’s needs.
- Solves routine problems effectively, gathering the information necessary from the customer.
- Professional and positive in interactions with others and can establish rapport quickly.
