Pentagon Space

Bangalore, Karnataka

Responsibilities To provide level 2 technical assistance related to integrations and automation solutions. Should have good knowledge of products, automation, and integrations tailor-made for the customer. Ability to handle escalations reported by other teams or customers. Should maintain quality and adhere to SLA, process & security policies. Collaborate with other operational and development teams during triage and resolution of operational issues. Adhere to the incident management procedure based on the severity. Capturing detailed documentation on the reported incident, communicating to respective stakeholders Should take ownership of reported incident Should follow the change management process in implementing any changes reported from incidents. Requirements Ambitious, Tech support expert with any Bachelor's Degree A minimum of 3 years of experience in product support, especially software applications/integration. Good customer service skills, including communication (verbal and written), active listening, and interpersonal skills. Excellent problem-solving ability, troubleshooting, and critical thinking skills Good understanding of software applications, especially web-based applications and related technology. Knowledge and understanding of cloud integration. Hands-on experience would be an added advantage. Good understanding of API and Web Services Good understanding of any SQL Server and/or Oracle database management systems Ability to work on complex scenarios with time limits and available resources Comfortably handle multiple tasks/projects simultaneously and effectively work as an individual and as part of a team Experience and willingness to work in a 24/7 support environmentShift timings 6:00 AM to 3:00 PM IST 2:00 PM to 11:00 PM IST 6:00 PM to 3:00 AM IST 9:30 PM to 6:30 AM IST The shift would be assigned based on a rotational basis including the weekly time off. The 6th working day