Senior Software Support Specialist

As a Senior Software Support Specialist, your role will involve providing onsite technical support, managing critical software issues, and ensuring seamless application performance for business operations. You should possess strong troubleshooting skills, hands-on experience with SQL Server and Windows environments, and the ability to lead support teams while maintaining high customer satisfaction levels. Key Responsibilities: - Lead and mentor the support team to ensure efficient issue resolution. - Take ownership of customer-reported technical issues and drive them through to resolution within defined SLAs. - Perform troubleshooting, root cause analysis, and problem resolution for software and system-related incidents. - Ensure proper issue logging, documentation, and maintenance of support records. - Coordinate with Level 1 support teams and other stakeholders for issue escalation and resolution. - Conduct technical troubleshooting sessions and user support training when required. - Provide timely updates and clear communication to customers regarding issue status and resolutions. - Collaborate with product and development teams by sharing customer feedback and enhancement suggestions. - Support application testing, system audits, and maintenance activities. - Monitor and manage software licenses, certificates, and system compliance requirements. - Maintain operational processes, checklists, and database-related support activities. - Work effectively in a 24x7 support environment as required. Qualifications Required: - Experience: 5+ Years - Qualification: BCA, B.Sc. (IT/Computer Science), B.Tech, B.E. or equivalent - Shift: Rotational / 24x7 Support Environment Additional Details: - As a preferred skill, knowledge of ATM/POS Management Systems, payment switch applications, or managed services operations is beneficial. - Exposure to HP NonStop / BASE24 environments is an added advantage. - Experience in financial services or transaction processing support environments will be beneficial. In summary, this role requires you to have strong technical skills, leadership abilities, and a customer-focused approach to effectively manage software support operations and ensure high service quality and operational excellence. As a Senior Software Support Specialist, your role will involve providing onsite technical support, managing critical software issues, and ensuring seamless application performance for business operations. You should possess strong troubleshooting skills, hands-on experience with SQL Server and Windows environments, and the ability to lead support teams while maintaining high customer satisfaction levels. Key Responsibilities: - Lead and mentor the support team to ensure efficient issue resolution. - Take ownership of customer-reported technical issues and drive them through to resolution within defined SLAs. - Perform troubleshooting, root cause analysis, and problem resolution for software and system-related incidents. - Ensure proper issue logging, documentation, and maintenance of support records. - Coordinate with Level 1 support teams and other stakeholders for issue escalation and resolution. - Conduct technical troubleshooting sessions and user support training when required. - Provide timely updates and clear communication to customers regarding issue status and resolutions. - Collaborate with product and development teams by sharing customer feedback and enhancement suggestions. - Support application testing, system audits, and maintenance activities. - Monitor and manage software licenses, certificates, and system compliance requirements. - Maintain operational processes, checklists, and database-related support activities. - Work effectively in a 24x7 support environment as required. Qualifications Required: - Experience: 5+ Years - Qualification: BCA, B.Sc. (IT/Computer Science), B.Tech, B.E. or equivalent - Shift: Rotational / 24x7 Support Environment Additional Details: - As a preferred skill, knowledge of ATM/POS Management Systems, payment switch applications, or managed services operations is beneficial. - Exposure to HP NonStop / BASE24 environments is an added advantage. - Experience in financial services or transaction processing support environments will be beneficial. In summary, this role requires you to have strong technical skills, leadership abilities, and a customer-focused approach to effectively manage software support operations and ensure high service quality and operational excellence.