Technical Analyst

Kochi, Kerala, India End User Services - User Services Permanent (Full Time)

Valorem is seeking an individual with technical ability, strong customer service skills and a desire to learn and help others, for the position of Senior Technical Analyst. In this role, you will need to possess the ability to effectively diagnose and resolve technical issues across a wide variety of technology platforms and software applications. The successful candidate will have strong troubleshooting and problem-solving abilities, a passion for providing technical solutions to business problems, and a strong desire to learn and grow. The ability to multi-task and a willingness to work in new systems on a frequent basis will be crucial for success. Additionally, you should be comfortable communicating directly with customers on a regular basis by both written and verbal means.
As a Senior Technical Analyst, you will work with a team of Technical Analysts to facilitate resolution of complex technical issues reported by customers by applying your deep technical and product expertise combined with customer service skills.  You will act as a technical escalation point within the team and will collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. You will work together with the Manager, End-User Services, Lead, Service Management and the other Engineering teams to deliver high quality, optimized delivery of solutions.

General Description & Responsibilities

  • Good level of technical understanding of one or more of the tools and technologies; SQL, PowerShell, Visual Studio, .NET, Azure DevOps
  • Familiarity with cloud networking concepts, connectivity and tools (Preferred)
  • Ability to handle and own escalated customer situations from end to end with empathy.
  • Passion for resolving customer issues with a demonstrated sense of accountability and a high degree of customer satisfaction.
  • Sufficient technical depth to communicate with development and other teams at a peer level, while also being able to assess a customer’s level of technical knowledge and communicate at the appropriate level
  • Strong written and verbal communication skills suitable for a business-to-business customer facing role
  • Demonstrated ability to self-organize and prioritize multiple time-sensitive tasks on a daily basis
  • Interested in learning new technologies, creative, open-minded and a great team player
  • Adept at task switching to handle varying workload, while meeting tight deadlines
  • Creativity, capacity and a conviction to innovate and deliver best-in-class solutions
  • Strong collaboration skills, works well with ambiguity, works well across roles and groups
  • Ability and willingness to take the initiative to facilitate teamwork and serve the client needs first
  • Placement Criteria & Requirements

  • B.E/B.Tech/B.Sc/BCA/MCA in Computer Science or equivalent
  • 3-5 years technical support experience in an enterprise (Medium to Large Businesses) environment
  • Kochi, Kerala, India

    Technical Analyst