JOB DESCRIPTION :

Troubleshoot product issues reported by customers (Emerson users across the globe) via email and provide resolution/workaround by referencing documents, release notes, product documentation, knowledge base, etc.

Proactively call and chat with customers to troubleshoot the issue or gather information

Proactively gather from customers all necessary information required by the support and development teams to resolve the issue.

Independently simulate and/or recreate customer reported issues in an effort to provide resolution and escalate to Development team when needed by creating tickets.

Provide detailed explanation to customers regarding software use, navigation, reporting, and other product operations.

Enter all reported issues into the support ticket tracking system in a consistent manner including detailed documentation of the issues, resolutions and concerns regarding inquiries from clients for tracking purposes and trend analysis.

Taking ownership of support tickets and coordinating with next level support staff for resolving issues and escalate in a timely manner based on the priority/severity.

Perform user acceptance testing for bug fixes and provide feedback to Development teams during product release cycles.

Document customer reported issues and solution provided to build a support knowledge base for future reference.

Availability during critical production down times and active participation in anchoring and helping to resolve issues.

Attend on-going training to achieve a higher level of skills that are needed to solve complex problems.

Good understanding of active directory and networks

Good understanding of ITIL concepts

Daily / weekly reporting to the supervisor