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Hi

We are looking for Technical support consultant immediately.

Role: Technical Support Consultant

Duration: 6+months

Location : Cambridge MA

Job description:

• Process support requests from customers, via email and telephone
• Follow documented process flows and playbooks to resolve customer issues
• Utilize debugging tools to triage partner issues autonomously
• Accurately maintain case management system, and record status of work
• Write code snippets under supervision
• Respond to technical alerts, and troubleshoot as necessary
• Identify when cases require escalation, and engage with higher support tiers to handoff cases
• Identify opportunities for process improvements
• Provide advanced technical troubleshooting of customer issues, including networking, and integration
• It may be required to work with cross functional teams spread across multiple geographies
• Provide mentoring and support to junior resources where appropriate

Skills/Qualifications: 

• Technical support experience, preferably in Enterprise software, or the travel industry
• Domain expertise - Contact center, Services, Tech Trouble shooting etc
• System Administration experience
• Expertise in web technology and protocols (HTTP, SSL, XML, FTP, etc)
• Basic networking expertise and troubleshooting
• Medium to advanced linux skills
• Shell scripting experience
• Experience reading, writing and troubleshooting at least one of Perl or Python
• Experience with version control
• Ability to read and  construct XML
• Familiarity with the Xymon open source product nice to have.
• Strong analytical, troubleshooting and problem-solving skills
• Strong attention to detail, and ability to follow processes
• Strong English oral and written communications skills to interact with customers and internal stakeholders
• Proven ability to manage conflicting priorities under guidance
• Experience working with teams in different timezones a plus
• Experience documenting support workflows and processes
• Development experience a plus

3-5 yrs of experience providing technical support and environment

Thanks  and Regards,

Sushma Gowru                

Ph: 630-315-9535

Visionisys Inc

Email: sushma_gowru@visionisys.com   || www.visionisys.com

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