Job Description

Job Description About Us Infosys is a global leader in next-generation digital services and consulting. We enable clients in 46 countries to navigate their digital transformation. With over three decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem. EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin ********************************* * SKILL SETS EXP LEVELS SECTION * ********************************* MANDATORY TECHNOLOGIES ---------------------- - Proficient in a Data structure, Data modeling and SQL - Systems: Bigdata or Any cloud technology - Working knowledge on any programing or scripting language i.e. Python/HTML - Any visualization tool - QlickView/Looker/Tableau MAIN EXPERIENCE REQUIRED ------------------------ - Degree in IT / Computer Science / related discipline with 2+ years of experience in IT industry as a Support Engineer with Development experience. - Experience in leading teams technically - Experience in enterprise level Product Support experience. MANDATORY SKILLS / REQUIREMENTS ------------------------------- - Excellent customer interfacing skills. - Excellent written and verbal communication skills. - Strong attention to detail and outstanding analytical and Problem-solving skills. HIRING TYPE ----------- - Employee DESIRED SKILLS, TECHNOLOGIES AND EXPERIENCE ------------------------------------------- ******************* * REMARKS SECTION * ******************* PROJECT ACTIVITIES AND RESPONSIBILITIES --------------------------------------- - Response, diagnosis, resolution and tracking by phone, email and chat of Technical support queries and community support cases or forum threads. - Maintain response and resolution speed as defined by SLOs; - Keep high customer satisfaction scores and follow quality standards in 90% of cases. - Use existing troubleshooting tools and techniques to establish root cause for queries and provide a customer facing root cause assessment. - Perform internal classification queries documenting classes of problems and preventative actions for further retroactive analysis. - Reactively file issue reports to Product Engineering team , build documentation, procedures, document desired behavior and/or steps to reproduce, and suggested code-level resolutions for complex product bugs, assist engineers to drive bugs to resolution. - Perform community management tasks as needed by the business. - Take cases involving customer-specific requirements on architectural design, provide solutions limited to a particular product (or a subset of product features). - Adhere to project timelines and create release deliverables. - Participate in debugging design/code issues and identify the root cause.