Senior Technical Support Engineer - Bangalore,
India
(Ref Code: STSE)
Core Competencies
In-depth understanding of relational database concepts
Broad experience with software applications/tools
Developed programming skills
Personal Attributes:
Strong customer service skills and an eagerness to excel and
be part of a dynamic, fast growing team
Good planning and organizational skills
Excellent written and verbal communication skills
Trouble shooting skills and persistence in problem solving
Attention to detail and the ability to learn quickly
Technical leadership and mentoring skills
Ability to work independently with little guidance from product
experts
Excellent judgment and the ability to handle escalated situations
Good understanding and demonstrated support of organizational
business objectives
Good presentation skills and the ability to deliver technical
training
Responsibilities
Senior Technical Support Engineers gain in-depth expertise
with the Siebel Applications, while specializing in multiple product
areas. Within the company, Senior Technical Support Engineers contribute
to several key organizations.
Specific Responsibilities
Within your designated Product Resource Group respond
to highly complex or involved customer requests , define customer Action
plans ensuring commitments are met by researching issues, reproducing
reported behavior, and working with other members within Technical Support
to ensure timely resolution of customer questions and issues.
Provide the highest levels of customer service ensuring that all customer
survey feedback related to Technical Support is positive, with survey
gaps less than 2.
Undertake regular training in order to expand technical and professional
skills, this should include 40 hours classroom training per annum as
well as 2 mySiebel units per quarter.
Contribute to the Technical Support knowledge base by authoring value-added
Alerts, FAQs and Technical Notes as well as publishing Service request
solutions to aid customer education
Undertake Duty Engineer duties in support of the Resource Group, to
include queue monitoring and Service Request triage.
Participate in Technical Support projects including training development,
Quality Assurance testing, product planning for new features, etc.
Interview candidates for the group at STSE level or lower
Serve as Mentor to new hires
Provide after-hours emergency coverage (if available in region)
Meet or exceed published quality guidelines
Optional Responsibilities
Take on the role of Product Area Primary in one or more
areas, responsibilities include technical SR and knowledge content reviews,
Readiness lead, Engineer technical mentoring and support.
Undertake the role of Product Area Expert in one or more areas, responsibilities
include responsibility for the technical success of the team, Readiness
lead, assigned technical project participation.
Undertake the role of Product Specialist, responsibilities include
taking the lead for the product area, attending training and self study,
delivering training to other Engineers , authoring and maintaining up
to date knowledge content.
Undertake the role of Team Lead, responsibilities include providing
process guidance to the team, undertaking quality reviews of Service
Requests, assisting Engineers with escalations or general queue handling,
providing Management assistance.
Undertake the role of Resource Manager, responsibilities include
managing a global queue, workload planning and forecasting, training
and readiness planning, developing links with other functional groups
and managing knowledge content production.
Guidelines for promotion to PTSE
Worldwide recognition of product knowledge and leadership
within Technical Support
Demonstrated achievement of quality service request handling (sustained
quality measurement of >3.0)
Ability to work on issues of extremely high complexity or highly escalated
customer situations with very minimal guidance
Demonstrated product knowledge across the major product areas (Server,
Configuration).
Excellent queue management (e.g. managed queue below 25 SRs, closure
of resolved SRs within 10 days)
Achievement of Product Expert status in more than product areas.
Regular value-added contribution to the Technical Support Knowledge
Base, including identification and proactive authoring of critical issues
or complex topics
Demonstrated technical leadership and proactive raising of product
issues/recommendations
Regular and effective identification, initiation, and management of
significant organizational, technical, and infrastructure improvements
benefiting the worldwide organization
Contribution to department vision and planning.
Strong mentoring skills, regularly requested to assist with mentoring
of new hires
Demonstrates positive attitude as result of in-depth understanding
of business objectives and is able to positively influence team members.
Siebel Certified Support Engineer
Serve as Technical Support Duty Manager (if available in region)
At least a year with Siebel Technical Support as STSE
Experience required: 5-10 yrs
Please submit your CV/Resume indicating 'Ref Code: STSE'
to:
