Application Support Executive

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 and roll-out of software upgrades 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 an application support executive, you will be a key technical player right from the implementation of new solutions to ensuring smooth running of the software solution for APT’s clients. Strong hold on written, verbal and telephonic communication is a must. Customer-first mentality with empathy, patience and understanding, problem solving to assess the root cause of the issue, love for analyzing data, etc. will take you a long way in this position. Are you ready…? Our gates are open for you

WHAT YOU WILL DO

• Be an active part of the Client Delivery or Client Monitoring Team and provide 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
• Handle software installations for internal products
• Conduct periodic health-checks on software solutions deployed at client locations
• Undertake Proof of Concept (POC) at client locations in coordination with Business Team
• Document and track incidents reported by the clients
• Conduct Root Cause Analysis (RCA) on incidents reported by the clients and provide timely resolution
• Ensure smooth and consistent Client Relationship Management
• Assist in testing, release and maintenance of pre-deployment software releases
• Assist in organized deployment of patches, security fixes, and periodic product upgrades

WHAT YOU SHOULD HAVE

• B.Sc. / B. Sc. (IT) / B.E. / B. Tech. or other Technical Graduates
• No prior experience is mandatory
• In-depth knowledge of various OS, SQL / Oracle database(s), 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 product