Technical Support ETL/SQL

Role of the Position: Technical Support ETL/SQL
Designation: Analyst/Senior Analyst
Work Location: Mangalore
No. of positions: 10

About Company:

GlowTouch Technologies, (www.glowtouch.com) is delivering Customer Experience Management Solutions, Contact Centre Outsourcing, Business Process Outsourcing and Technology outsourcing and many more. We started our business in 2002 and today we are with 2300+ professionals operating from Mangalore, Bangalore, Mysore in India , Louisville KY USA, and Dominican Republic at Central America. We have been certified in 9001:2015 (QMS), 14001:2015 (EMS) and 27001:2015 (ISMS). You may visit our website (www.glowtouch.com) to know more about us.

Summary of Position:

This position ensures that under the general direction of both the supervisor and manager, provides technical support for our award-winning K-12 software systems. This position provides world class solutions-oriented technical support with a strong focus on customer service that is designed to maximum customer satisfaction. This position requires the employee to become proficient with all aspects of the application software including understanding data structures and techniques for data scrubbing, manipulation, and loading.

Qualification & Certifications

BE, and / or Master Degree

Experience

Roles & Responsibilities:

Provides application support thru calls/ email /chat with focus on ETL, SQL and data modeling
Recognizes both basic and advanced problems, conducts research, provides resolutions, and follows up with customers as needed, escalating more complex cases to the appropriate team
Logs and tracks calls using problem management database and maintains history records and related problem documentation
Meet and exceed established benchmarks and expectations
Consults with product/development teams to explain software and/or data errors
Stay current on all key support topics, including product knowledge and required technical and soft skills
May test software and hardware to evaluate ease of use and whether product will aid user in performing work
Provide expert, top quality customer support, including professional, courteous, and timely communication during all levels of interaction
All other duties as assigned

Attributes

3+ years’ prior experience in a technical support role
Salesforce or other CRM experience required
Prior experience in a data-driven environment
Excellent attention to details.
Proficient in Microsoft Office suite
Excellent oral and written communication skills
Excellent customer service skills
Superior trouble shooting and analytical skills

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