Technical Analyst II

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

Valorem Reply is seeking an Technical Analyst with technical ability, strong customer service skills and a desire to learn and help others. In this role you will need to possess the ability to effectively diagnose and resolve technical issues across a wide variety of technology platforms and software applications. The successful candidate will have strong troubleshooting and problem-solving abilities, a passion for providing technical solutions to business problems, and a strong desire to learn and grow. The ability to multi-task and a willingness to work in new systems on a frequent basis will be crucial for success. Additionally, you should be comfortable communicating directly with customers on a regular basis by both written and verbal means.

Responsibilities

  • 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.
  • 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.
  • 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.
  • Requirements

  • 5+ years of Application Support experience
  • Technical understanding of one or more of the tools and technologies; SQL, PowerShell, Visual Studio, .NET, Azure DevOps
  • Familiarity with cloud networking concepts, connectivity and tools
  • 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
  • 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

    Technical Analyst II