zs | 203 days ago | Pune

What You’ll Do:

Provide 2nd line (L2/T2) support to the product.
Assist our clients and client teams in questions about the functionality and configuration of our SaaS applications
Develop documentation and the Technical Support Knowledge Base to reduce troubleshooting time and drive faster issue resolution
Develop process and procedures to increase issues resolution by Tier 1 Help Desk staff
Troubleshoot software related problems over the phone and remotely
Escalate issues to Operations and Development teams with reproducible test cases that replicate the problem
Identify the probable source of the problem, whether that is a software application component or a software or hardware problem within the IT infrastructure. Manage end user issue resolution through multiple internal and external

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