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Description:
SumTotal Systems India Pvt. Ltd.
Enterprise Product Development is about innovation. It s about developing solutions from a thorough understanding of customers needs and about thinking through their challenges. At SumTotal, you will be working with the brightest technological minds in a vibrant, complete product development eco-system, making it the ideal place to learn what makes software products successful. Here, we provide a world of opportunities for accomplished software engineers to make it big in this exciting world of Learning and Performance Management.
Customer Support Engineer will play a critical role in providing assistance for SumTotals customer based in Japan. As a member of SumTotal Customer Support, engineer to provide real-time support on SumTotal Enterprise products through e-mail and phone interactions with customers and by using SumTotal's internal incident tracking system. The fundamental goal of this position is to help our customers achieve success using our products.
Key Responsibilities
Developing a deep knowledge of SumTotals range of enterprise products
Communicating with customers based out at Japan via telephone, email, or other media as applicable regarding technically complex problems identified in SumTotals software products, and maintaining effective customer relations
Escalate top priority, production-critical issues to the appropriate technical staff
Maintain ownership of issues until resolution, drive other teams as needed, set customer expectations accordingly.
Resolve incidents in a timely manner as per SLAs.
Provide guidance, assistance, and mentoring support to junior team members
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