Client Support JD

JOB DESCRIPTION: Senior/Client Support Engineer
Job Title / Role Senior/Client Support Engineer

No. Of Positions 2
Reporting To Engineering Manager / Product Manager
Experience Required 3+ Years
Work Location Chandigarh
Education B.Tech / B.E. IT/B.Sc./MCA/ P.G. Diploma / Diploma etc.
Compensation Best as per role, potential and experience in the industry / Tri - City
Functional Area IT Software - Technical Support
Key Skills  Good Knowledge of UNIX and SQL.
 Proficiency in operations and MS Office.
 Excellent verbal and written communication skills.
 Knowledge about domain/hosting/emails will be an added advantage
Position Summary Client Support Executive / Senior Client Support Executive will be responsible
for extending support to client for their technical support requirements related
to the products. They will act as a communication channel to raise tickets for
all issues, do the analysis and work with production teams to resolve them.
They will also be involved in deployment of software releases.
Role and  A bachelor's or master’s degree in information technology, or a similar

field.
Responsibilities
 3+ years of experience working as a client support specialist, or a similar
role.
 Working knowledge of web application debugging skills.
 Working Experience with Linux & SQL, REST API’s, JSON.
 Knowledge of AWS Services.
 Excellent knowledge of client relationship management best practices.
 Exceptional written and verbal communication skills.
 Solid analytical and problem-solving skills
 Part of the team that manages and supports 24/7 production systems
with an on-call rotation.
 Strong multitasking and organizational skills.
The information in this document is confidential to the person to whom it is addressed and should not be disclosed to any
other person. It may not be reproduced in whole, or in part, nor may any of the information contained therein be disclosed
without the prior consent of the directors of MSB Digital Pvt Ltd.
Version-1.0
As Client Support Engineer, here's what you will do in MSB Digital Pvt Ltd.
 Coordinate with various teams and raise support ticket for all issues,
analyze root cause and assist in efficient resolution of all production
processes.
 Monitor all alerts and maintain logs of all issues and ensure resolutions.
 Responsible for monitoring and maintaining all environments including
development, QA, UAT and production.
 Coordinate with Application Development Team and Infrastructure teams
to successfully deploy software releases.
 Research, develop, and deploy automation scripts and tools to improve
the team’s overall efficiency.
 Document and execute disaster recovery processes.
 Work with global customers to resolve complex technical issues and
maintain high customer satisfaction.
 Provide technical support within agreed SLA while ensuring that
customer satisfaction goals are achieved.
 Escalation and reproduction of technical issues for the development
team.
 QA tasks and technical documentation
 Follow the escalation process: promptly identify cases to be escalated
and assure cases are prepared for escalation (thoroughly investigated
and documented)
 Ensure proper recording and closure of all incidents and support issues
within JIRA.
 Provide ongoing feedback on product usability and suggestions for
improvement and provide technical leadership.
 Participate and Support organization’s internal projects.
 Prepare accurate and timely reports
Version-1.0
Must Have Skills  Communication (verbal and written).

 Ability to learn quickly.
 Recent experience in Level 1 Support role.
 Team player.
 Flexible and willing to work long hours including during nights (working
during late night will be from home)
Nice to Have  Business analysis skills

Skills  Development/QA skills
Company MSB Digital Pvt Ltd is a Product based, innovation driven, enterprise solutions provider to
Profile some of the Fortune 100 clients. We are a provider of flagship products and solutions for
our US based group companies Taigle LLC. Being part of an industry that stresses
constant innovation, team we come up with differentiated offerings that reflect our deep
domain expertise. We put forward end-to-end solutions for the industry-specific needs of
our clients to help them accelerate their business processes. Our products are created
out of existing industry challenges; our solutions are crafted for next generation
enterprise needs and we ensure they are the best in the market. We are talking about
pioneering solutions for financial, healthcare, administrative, pharma and life sciences
sectors.
To know more about us, please refer to the attached Company Profile in the same mail.
www.msbdocs.com
Version-1.0

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JOB DESCRIPTION: Senior/Client Support Engineer

Job Title / Role Senior/Client Support Engineer

Role and  A bachelor's or master’s degree in information technology, or a similar

Must Have Skills  Communication (verbal and written).

Nice to Have  Business analysis skills

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