Support Solution Specialist

Support Solution Specialist

Hexagon Manufacturing Intelligence K A I | Pune, MH, IN

Posted a month ago

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Description

COMPANY OVERVIEW

Hexagon is a global leader working across industrial, manufacturing, infrastructure, agriculture, safety, and mobility solutions. Hexagon’s technologies are shaping urban and production ecosystems to become increasingly connected and autonomous - ensuring a scalable, sustainable future. Hexagon’s Manufacturing Intelligence division helps manufacturers develop the disruptive technologies of today and the life-changing products of tomorrow. Globally, 95% of the automobiles, 90% of the aircrafts, 85% of the smartphones have Hexagon technologies in them.


ETQ, part of Hexagon, is the leading provider of quality, EHS and compliance management SaaS software, trusted by the world’s strongest brands. More than 600 customers globally, spanning industries such as pharmaceuticals, electronics, heavy industry, food and beverage, and medical devices, benefit from ETQ to secure positive brand reputations, enable higher levels of customer loyalty and enhance profitability. ETQ Reliance offers built-in best practices and powerful flexibility to drive business excellence through quality. Only ETQ lets customers configure industry-proven quality processes to their unique needs and business vision. ETQ was founded in 1992 and has main offices located in the U.S. and Europe. To learn more about ETQ and its various product offerings, visit www.etq.com.


Our Employees

We ensure that each employee is not only aware of our strategic vision; they are a part of it.

This is because we know that our employees are critical components to ETQ’s ever-growing success.

Words to describe our culture: caring, driven, integrity, passion, committed, thoughtful, diverse, family oriented, supportive, welcoming, fun!

At ETQ we believe deeply in diversity, equity and inclusion. Quality is best when everyone has a voice. Quality at ETQ is born through diversity, equity, and inclusion in all that we do. Our company celebrates inclusiveness and encourages employees to bring their authentic selves and unique experiences to ETQ. All of our employees add value to our culture, products, and customer experience.

JOB DESCRIPTION

Summary/Objective

Support Solution Specialist has a basic level of troubleshooting skills and provides technical solutions and workarounds for ETQ’s Enterprise software solutions 24x7 365 all while delivering a high level of customer service in ETQ’s primary customer facing department.

Responsibilities:

Support an enterprise level software solution comprised of over 65 available modules – some with a high level of configurability. Troubleshoot product integration issues related to LDAP, SSL, SSO/SAML, etc.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Support Solution Specialist has a basic level of troubleshooting skills and provides technical solutions and workarounds for ETQ’s Enterprise software solutions 24x7 365 all while delivering a high level of customer service in ETQ’s primary customer facing department.

  • Support an enterprise level software solution comprised of over 65 available modules – some with a high level of configurability.
  • Troubleshoot product integration issues related to LDAP, SSL, SSO/SAML, etc.
  • Troubleshoot product-to-database connections/JDBC related to MSSQL, MySQL, and Oracle.
  • Troubleshoot product-to-web applications connections (Apache Tomcat, WebSphere, WebLogic).
  • Troubleshoot integration issues with other enterprise systems including SharePoint, Salesforce, SAP, etc.
  • Install local environments to re-create reported issues for troubleshooting purposes.
  • Troubleshoot issues related to installing ETQ promotion tool and/or issues experienced during the promotion process. (a promotion is the movement of settings between two environments).
  • Create workaround solutions when standard functionality has failed in a timely fashion.
  • Escalate urgent issues to appropriate internal teams/departments based on procedures.
  • Address questions and provide guidance on system performance related issues.
  • Collaborate with development team to identify solutions to reported issues.
  • Act a liaison between customers and other internal departments.
  • Conduct web meetings with customers and perform on-the-spot troubleshooting while demonstrating a professional and technical demeanor.
  • Document all customer interactions, including details of reported issues and inquiries, actions taken, and next steps.
  • Maintain and expand knowledge of support technology and platforms including, but not limited to:
  • DBs (MySQL, SQL Server and Oracle)
  • Unix/ Linux/ Windows system administration
  • The installation and configuration of different Application Servers
  • Cloud Hosting and management
  • Deliver top notch customer support to our customer base that includes a number of Fortune 100 and Fortune 500 companies.
  • Represent ETQ in the primary customer facing department.
  • Begin to build and maintain good relationships with ETQ customers
  • Work as a team player to drive team performance to achieve goals and objectives.
  • Deliver a high level of customer service resulting in high customer service ratings and our NPS industry benchmark.

· Maintain the security and privacy of ETQ’s information assets.

What You Need to Succeed

· Degree in Computer Information Technology, Computer Information Systems, Computer Science, Software Engineering, Computer Engineering, or other related degree is desired.

· Strong technical troubleshooting skills.

· Customer service experience.

· Strong communication skills (oral and written)

· Understanding of SQL database queries.

· Understanding of Web Applications (Apache Tomcat, WebSphere, WebLogic).

· Knowledge/experience with Linux OS to troubleshoot issues related to application servers and databases.

Affirmative Action/EEO statement:

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time.