Support Engineer@CA Technologies Hyd

Details

Key Responsibilities:

• Take ownership of technical customer requests and provide support for a product or solution using telephone, email, communities or chat.
• Independently apply acquired technical knowledge and open-ended problem solving methodology to assess increasingly complex problems, analyze root causes, and advise customers on solutions.
• Research, analyze, and resolve complex functionality and usability related issues.
• Perform troubleshooting by recreating a customer scenario on internal testing equipment with a comparable software configuration.
• Understand and accurately document product questions that require in-depth analysis ; determine and pursue the appropriate process to progress the issue to resolution.
• Identify complex or high impact issues and coordinate with senior staff where necessary for resolution. Escalate unresolved customer issues to the appropriate subject matter expert or manager according to product line procedures.
• Proactively enable customer self-service
  • Contributes and updates content in the knowledge base, external forums and user communities in order to enable customers to self-serve
  • Educates the customer on how to leverage self-service resources by demonstrating functionality and best practices
• Manage own time to prioritize and balance all assignments.
• Maintain knowledge of Support policies, procedures, tools and systems; including Engineer Handbook guidelines. 

Work Experience:

Typically 2 or more years of related professional experience.
The candidate must be proficient with the CA product or solution that they will be supporting. In the case of a new hire or product reassignment, the Support Engineer will be expected to make use of their previous experience (CA products or external experience) to establish Support Engineer level proficiency.

Skills & Competencies:

• Proficient customer service skills.
• Excellent communication skills; written, verbal and social media.
• Ability to perform troubleshooting and apply analytical skills in complex environments.
• Possess good teamwork skills.
• An ability to handle and resolve high pressure situations.