Customer Support Engineer - Virtusa
Posted December 17, 2024 by Virtusa Pvt Ltd
Closing Date : January 16, 2025
About the job
-Perform as a member of an application support team for ERP systems users throughout the organization.
-Work with ERP system users and management to determine appropriate system configuration and setup.
-Assist ERP system users with data conversion.
-Thoroughly understand ERP database schema - PLSql.
-Assist with testing new releases of ERP systems prior to use in a production environment.
-Create documentation and procedures guidelines for ERP systems users.
-Thoroughly understand business practices and procedures in order to design, develop and maintain automated workflow processes.
-Analyze and troubleshoot ERP system issues reported by end users
-Previous working experience with oracle ERP will be added advantage.
Responsibilities
-Follow up on support tickets and work with customers and internal teams.
-Fixing critical business issues/bugs on time. (including P1 incidents)
-Ensure compliance with SLAs and OLAs.
-Work at different business times and be on-call 24 hours / 7 days.
-Work on shift basis on weekday nights/weekends/public holidays as required.
-Be willing to give a 2-year commitment to the role.
Qualifications
-A Degree in IT / Computer Science / Software Engineering from recognized university.
-Having a knowledge/experience in a SLA driven Technical Help Desk Support Environment. (client facing, providing L1/L2 support)
-Ability to work as teams with working pressure and completing business requirement on time. (including P1 incidents)
-PL SQL / Oracle ERP exposure and ITIL accreditation will be an added advantage.
-Exceptional communications and interpersonal skills to converse with foreign clients.
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