Job
Description
Software Support Analyst
Location: Bangalore (India)
Experience: 2-3 yrs
About Aurigo:
Aurigo is the worlds leading provider of enterprise SaaS for capital program and project portfolio management. The geographical markets we serve are the United States and Canada. We deliver cloud-based software solutions to organizations that make and manage large infrastructure investments. Our target markets are the public sector (state and local government). Our flagship Suite Aurigo Masterworks is helping plan and deliver over $400B of capital infrastructure across the US and Canada.
We are proud to be a Great Place to Work-Certified.
Primary Responsibilities:
Review and analyze customer tickets, respond to the tickets appropriately in a timely manner.
Classify the tickets as per the priority definitions.
Provide resolutions for critical issues logged by customers either by yourself or by working with customer-owner from sustenance team in minimum turnaround time.
Work with appropriate customer owners to resolve the non-critical issues with the customer owners from sustenance.
Ensure the ticket is updated with all the details required for the developers to resolve the issue. • Communicate effectively with the customer on the status of tickets, expected turn around time etc.
Identify and report all change requests to sustenance management.
Make sure SLAs are met on all tickets, escalate if the SLAs are at risk.
Effective reporting of the tickets received.
Desired Skills and Experience
• Bachelors degree in engineering or related fields.
• Solid understanding of Microsoft technology and its application in enterprise environments.
• Microsoft VSTS
• Microsoft .Net, C# • Microsoft SQL
• Knowledge of client-side scripting (JavaScript) will be an added advantage.
• Outstanding verbal, presentation, and written communication skills.
• Flexibility to work night shifts.
• Ability to determine and distinguish user requests from true business needs.
• Excellent problem-solving skills, with a demonstrated ability to identify and solve problems.