PS Consultant

About the jobAccelerate your career with PradeepITPradeepIT is one of the largest, globally recognized IT Consulting firm to connect Indias deeply vetted talent team to global customer.Were headquartered in Bengaluru, Silicon Valley of India. PradeepITs customers include SAP Lab, Bosch, Rolls-Royce, Daikin, Daimler and J&J and hundreds of other Fortune 500 companies and fast-growing startups.With continuous hard work and working remotely by choice, PradeepIT is certified as a Great Place to Work! Trusted by leading brands and fortune 500 companies from around the world, we have achieved:6+ Years of Experience580+ Open source technology Consultant120+ SAP Consultant40+ Salesforce Consultant60+ Adobe Consultant100+ Mobility Consultant890+ Clients in APAC, EMEA & USAOur BeliefsPradeepIT believes in connecting people across the globe and provide them an opportunity work on remotely. Being a people-first organization, PradeepIT constantly strives for individuals who won't just keep up, but break new ground, work with cutting edge technology and ramp-up their skills with course created by our Vertical Heads, Senior Architect for freely with help of PradeepIT Academy.Job DescriptionJob Title: PS Consultant Department & Team: Custom Application Support/COELocation: IndiaSummary of the Position:Job Purpose:As part of the Custom Application Support Team, the Application Support Analyst will be responsible for the troubleshooting, resolution, and communication of customer issues reported to the Genesys Custom Solutions Practice & Expert App team. Primary Role And DutiesAct as a customer liaison handling phone and email support requests, a front-line advocate for the resolution of application issuesTriage, reproduce, and resolve problems using available systems and tools, and recommend potential workarounds for identified defectsFirst line of support to identify the root cause of an application malfunctionCreate Knowledge Base articles, RCA report, and other support related collateral.Interface with Custom Solutions Subject Matter Experts & Expert App team, when the problem cannot be resolved at a frontline support levelHelp set the correct problem resolution expectations and to provide timely progress reports to the appropriate contacts within our partner and/or customer organizationsMonitor Cloud Application database and perform upgrades with prescribed guidance whenever neededParticipate in a shift roster as necessaryAbility to have flexible work schedule and at times work outside of normal shift hours to accommodate effective communication with stakeholders on Critical casesTo succeed in this role, the candidate must demonstrate following skills:Solid analytical programming and problem-solving skillsMust be able to cope under pressure and work on stringent timelinesStrong team playerStrong technical knowledge on Cloud Application SupportAbility to get to investigate and resolve complex issuesAbility to work independently on routine duties or projects with general instructions on new assignments with minimal guidanceGood verbal, writing skills and the ability to effectively interact with clients (business and technical audiences) in the English language is a must.Education:BA or BS in Computer Science or Engineering, or related technical fields Prior work experience:4+ years of customer care experience supporting commercial software applications built in node.js, JavaScript, Java, and .NET (VB, ASP and C#) languages and environments.Experience on Genesys Engage, Genesys Cloud or PureConnect platformRequired skills and knowledge:Experience in web application development methodologies. Solid understanding of web architectureExperience with UNIX/LINUX operating environments at the system administrator levelAWS LambdaWorking knowledge of developing customized, technical solutionsTechnical know-how of Genesys platform solutions would be an added advantageExperience developing software with integration to various customer environments/backend systems using Genesys APIs/SDKs is a BIG plusExperience with Cloud Application support & Cloud APIsDesirable Skills in one or more of the following areas:Good practical experience with Development methodologiesPractical experience with best Consulting Services/Project Delivery practices employed in the industry among leading consulting organizationsNeeds to meet SLA contracts with customers and sometimes juggle many concurrent issues.Strong analytical and troubleshooting skills with attention to detailStrong sense of ownership with ability to take control of difficult and/or chaotic situationsExperience in supporting contact center environments (premise or cloud based) is preferred.Can handle high stress situationsOriginally posted on Himalayas