Birlasoft Freshers Recruitment | Product Support Engineer | 2019, 2020 Batch | Pune

Birlasoft Freshers Recruitment 2020 in Pune For Product Support Engineer Position. BE, BTech, MCA Freshers 2019, 2020 are eligible to apply for this job. More details regarding Birlasoft Frehsers Job Openings 2020 is given below.

Company Name: Birlasoft

Job Location: Pune

Job Category: IT | Software

Job Position: Product Support Engineer

No.of Openings: 20

Salary: Rs. 3,25,000/- per annum (10% variable)

Experience: Freshers

Qualification: BE/BTech (CS, IT), MCA

Year of Passing: 2019, 2020 Batch

Eligibility Criteria:

• 60% throughout in education.
• Ready for signing 2 years of bond.
• Complete night shift job, Should be ready for Product Support role which includes on call support to US customer.

Key Responsibilities:

• Issue Solving – Troubleshooting and providing technical resolution on issues reported by customers through tickets, chat or expert mode, for enterprise product suite like SAP Analytics, Business Intelligence, etc.
• Knowledge Transfer – Continuous technical upskilling for self and the peers, documentation of accrued knowledge.
• Additional Tasks.

Key Tasks

1.Case Solving – on Portal and Expert Chat:

• Resolve known errors by means of documentation – SAP Notes, Knowledge Base Articles, solved customer incidents, documentation, WIKI or verifying customized entries or hardware parameters.
• Perform root cause analysis and provide solutions in complex environments for specific fields/areas.
• Achieve a high level of customer satisfaction through individual case work.
• Escalate on time and good quality – keep incidents aged days to a minimum.
• Enterprise Support KPI adherence.
• Very High incident handling.
• Maintain and follow your personal development plan by attending e-Learning Lessons and Remote Learning Sessions, Classroom Training, Coaching and on the job training.
• Participate in weekend support activities as required.
• Provide extended and 24 hour coverage if required.
• Report errors to development organizations.
• Involvement in case reduction tasks like creation of Knowledge Base Articles and notes, contribution in community and, forums.

2. Knowledge Transfer:

• Coaching and Mentoring.
• Continuous Knowledge Management contribution by Creating Knowledge Base Articles and WIKI Documents.
• Deliver standard application/technology trainings and workshops.
• Perform knowledge transfer to internal staff and external customers & partners.
• Produce e-Learning Content (Forums/Wiki to help with incident deflection).
• Drive creation of Knowledge in area of expertise and drive proactive proliferation of knowledge created externally and internally.

3. Additional Tasks:

• Product specialization – be a product expert in at least one product area.
• Develop deeper technical skills like reading code / debugging / creation of small corrections where applicable / SQL.
• Work as functional expert in de-escalation and war rooms (Engage in critical customer situations – e.g: CIM escalation, account escalation).
• Participate in internal projects driven by internal requirements.
• Be involved in CoE/IMS activities driven by business requirements.
• Take initiatives improving team’s performance and efficiency.

How To Apply:

• Apply For This Job

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