Job summary:

Job description:

Interview Type: Skype

This is an Application/Production Support position where selected candidates will support the application by assisting outside customers/service providers who are accessing the system.  This role also requires a high level of customer experience, and is not a hardware based help desk role. This position act as a member of the Operations and Maintenance Support Team responsible for monitoring incoming service provider issues unable to be resolved by front line Help Desk staff by diagnosing the root cause and resolving isolated issues or, if required, escalating provider issues to development staff. These positions works closely with business and technical teams to troubleshoot issues with a focus on determining root cause to prevent recurrence. Issues may be referred to specialized business/policy staff, software developers and/or client implementation specialists. Positions work with multiple groups to work through complex issues that include replicating, isolating and identifying a root cause while providing workarounds and testing, fixes, and patches, and may assist with setup of staging or test environments. Positions may recommend product and process improvement strategies based on perceived trends or patterns in field issues. These positions will be a liaison between Business, Program Management, System Development and A&I Tech Architects to coordinate any system change requests being created, budgeted, approved and implemented.

Required Skills

• 3 years Experience and knowledge of browser-based applications.
• 5 years Experience researching, analyzing and interpreting automated system problems.
• Experience working in a Application/Production Support based (not hardware) help desk environment.
• Experience writing and running SQL queries.
• Experience in phone based Customer Service focused roles, being able to think and respond quickly to customer questions.

Contact the recruiter working on this position:

The recruiter working on this position is Rajendra Reddy
His/her contact number is +(1) (202) 4706751
His/her contact email is rajr@msysinc.com

Our recruiters will be more than happy to help you to get this contract.