Graduate Apprentice Trainee
Bastian Solutions
- Bangalore, Karnataka
- Training
- Full-time
- Demonstrate superior customer service (as measured by our customers: surveys and satisfaction from support renewals).
- Perform QA functions for any issue resolution from support calls.
- Develop Reports using SQL Server Reporting Services (SSRS).
- Create datasets to analyze and recreate issues reported by customers.
- Ability to look through database log files to troubleshoot software issues.
- Track and thoroughly document all customer issues in our ticketing system.
- As issues are reported from customers diagnose if the issue is a change or a bug then communicate issues to the analyst, development staff, or sales consultant appropriately.
- Understanding of the software development lifecycle (SDLC) as you will be interacting with various developers, analysts and project managers.
- Facilitate positive proactive working relationships with customers and internal resources.
- Performs visits to customer sites to perform any preventative maintenance that can increase the stability and control of the Exacta software (Proprietary Software).
- Implement and improve remote monitoring tools for our customer’s systems.
- Participation in an on-call rotation or work an afterhours shift.
- Utilization of the Support Knowledgebase and Ticketing System to troubleshoot issues.
- Routinely log into client databases for data analysis and troubleshooting.
- Resolve application issues with minimal escalations to higher tiers.
- Manage conference calls with key stakeholders.
- Ability to dissect stored procedures.
- Please note this position is not remote, our company supports a hybrid work model which requires individuals to come in a few times a week.
- Bachelors in CIS or related field or experience.
- Minimum of 1 years of experience utilizing SQL to compose and troubleshoot intermediate queries, updates, and deletes.
- Minimum 1 years of experience using remote connectivity tools such as e.g., Cisco AnyConnect, Bomgar, TeamViewer, Remote Desktop (RDP) etc.
- Minimum 1 years of experience managing customers and their expectations during high priority calls while troubleshooting. E.g., conference calls with key stakeholders.
- Minimum 1 years of experience analyzing application logs.
- Minimum 1 years of experience supporting software.
- Minimum 1 years of experience of general Windows troubleshooting.
- Minimum 1 years of experience working with Internet Information Systems (IIS).
- Strong computer skills including: Microsoft Office, and Microsoft Project.
- Willing to travel 5-10%. Travel includes site visits for preventative maintenance and support of critical issues.
- Excellent customer service skills. Remain positive and calm under pressure.
- Excellent troubleshooting abilities and analytical skills.
- Superior oral and written communication skills.