Senior Application Support Executive

Reporting to the Customer Support Manager (Application Support), you will play a key role in the area of Customer Service and Customer Satisfaction for Alpha Plus Technologies. Your primary responsibility will be to engage with customers via emails, calls or personal visits to understand their issues / concerns, troubleshoot and provide the necessary resolution in accordance with the defined SLA. Supporting new implementations, leading ASEs to ensure smooth and steady Client Relationship Management shall also be a key responsibility area. The role will interact externally with APT’s clients and internally with the Products, Technology, Account Management & Liaison, Content Management Team, Banking Team & Senior Management.

At Alpha Plus, we are committed to delivering Niche, Efficient, Robust, and Value–Enriched  Software Solutions to our Clients, while assuring a consistent Quality & Innovation Benchmark in Software Design, Development,  Implementation and Customer Support across our Client Spectrum. As a senior support executive, you will be a key technical player and a strong link between the client and the management to enriching customer experience. Strong hold on written, verbal and telephonic communication is a must. Empathy with customers, patience and understanding, problem solving to assess the root cause of the issue and recommending a permanent solution, love for analyzing data, a prior leadership experience, ability to interact with multiple customers at one time, etc. will take you a long way in this position. Are you ready…? Our gates are open for you

WHAT YOU WILL DO

• Monitor and assist ASEs from the Client Delivery or Client Monitoring Team in end-to-end internal and external implementation support for Alpha Plus suite of software solutions, including pre-deployment preparation, deployment, UAT, security-clearance, integration/data migration, user and rights management, final deployment, and/or post deployment monitoring
• Impart UAT & Product Training to clients
• Ensure trouble-free Warranty & AMC support to Alpha Plus’ clientele
• Monitor implementation projects handled by ASEs, including internal implementations
• Monitor and conduct health-checks on software solutions deployed at client locations
• Undertake Proof of Concept (POC) at client locations in coordination with Business Team
• Ensure accurate tracking and prompt closure of incidents reported by the clients
• Conduct Root Cause Analysis (RCA) on incidents reported by the clients and provide timely resolution
• Lead ASEs to ensure smooth and steady Client Relationship Management (leadership role only after 1 year in service at Alpha Plus)
• Lead the testing, release and maintenance of pre-deployment software releases and create test-cases for ASEs’ testing
• Assist in organized deployment of patches, security fixes, and periodic product upgrades
• Any other roles and responsibilities as may be suggested by Department Head

WHAT YOU SHOULD HAVE

• B.Sc. / B. Sc. (IT) / B.E. / B. Tech. or other Technical Graduates
• Minimum 3+ years of experience in Software deployment / troubleshooting
• In-depth knowledge of various OS, SQL / Oracle databases, and hardware is a pre-requisite
• Proficiency in deploying web-based applications
• Sound skills of software troubleshooting and diagnosis
• Excellent analytical and on-the-spot thinking ability
• Basic computer skills, including email writing, is a must
• Sound communication, inter-personal & documentation skills
• Readiness to travel across the country for client-side implementation at least 2 – 3 times each month
• Willingness to acquire in-depth functional knowledge of APT software products
• Prior experience of at least 2 years in a leadership / supervisory role will be good to have