Technical Analyst I

Kochi, Kerala Valorem Reply, India - End User Services Permanent (Full Time)

Valorem Reply, part of Reply Ltd., is a business innovation firm made up of talented and intelligent people from around the world who love to solve modern business problems with custom Microsoft Cloud solutions. We work with bleeding-edge technology, well-known clients and a diverse workforce to push the boundaries of technology and innovation and drive real-world impact for our customers and communities.

As a Technical Analyst I, you will work with a team of Technical Analysts to facilitate resolution of complex technical issues reported by customers by applying your deep technical and product expertise combined with customer service skills. You will act as a technical escalation point within the team and will collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. You will work together with the Manager, End-User Services, Lead, Service Management and the other Engineering teams to deliver high quality, optimized delivery of solutions.

Key Responsibilities

Provide technical support and guidance to customers, diagnosing reported issues and offering effective solutions

Manage and prioritise support tickets in accordance with SLAs, ensuring effective follow-up and resolution

Work closely with Engineering and QA teams to identify and resolve complex issues

Provide exceptional customer service by effectively communicating with customers throughout the support process

Create and maintain documentation of issues, resolutions and processes to support knowledge sharing

Stay updated on industry trends, product updates and technical knowledge

Minimum Requirements

B.E/B.Tech//B.Sc/BCA/MCA in Computer Science or equivalent

At least 1+ years technical support experience in an enterprise (Medium to Large Businesses) environment

Good level of technical understanding of one or more of the tools and technologies; SQL, PowerShell, Visual Studio, .NET, Azure DevOps

Ability to handle and own escalated customer situations from end to end with empathy

Passion for resolving customer issues with a demonstrated sense of accountability and a high degree of customer satisfaction

Sufficient technical depth to communicate with development and other teams at a peer level, while also being able to assess a customer’s level of technical knowledge and communicate at the appropriate level

Strong written and verbal communication skills suitable for a business-to-business customer facing role

Demonstrated ability to self-organize and prioritize multiple time-sensitive tasks on a daily basis

Willingness to work in shifts

Preferred Qualifications

Familiarity with cloud networking concepts, connectivity and tools

Interested in learning new technologies, creative, open-minded and a great team player

Adept at task switching to handle varying workload, while meeting tight deadlines

Creativity, capacity and a conviction to innovate and deliver best-in-class solutions

Strong collaboration skills, works well with ambiguity, works well across roles and groups

Ability and willingness to take the initiative to facilitate teamwork and serve the client needs first

Kochi, Kerala