Responsibilities                                                                                                                                                                                               

• Developing a deep knowledge of SumTotal’s range of enterprise products
• Solve basic common user problems in real time, including software functionality problems and questions; data communication/networking troubleshooting; installation problems and questions; and OS and browser related issues
• Communicating with corporate customers via telephone, email, or other media as applicable regarding technically complex problems identified in SumTotal’s 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 SLA’s.
• Provide guidance, assistance, and mentoring support to junior team members
• 3-4 years of experience

Requirements (Must-Haves)                                                                                                                                                                                                                                                                                                                                     

• Technical and practical expertise in Windows 2000 Server, IIS, ASP, .Net, SQL Server or Oracle
• Strong customer service focus
• Good problem solving skills
• Excellent communication skills
• Graduation in Engineering / Sciences or a Post graduate degree in Computer Sciences
• Background in application support & SAAS environment is advantageous
• Must be willing to work in shifts