Product Specialist

About the role

In this role, you will be a trusted technical advisor to our customers and management. You will be working with a highly skilled and experienced Servigistics Technical Support team who are the voice of our customers. You will work cross-functionally; advocating on the customers behalf to ensure a positive customer experience. Day-To-Day: - Ensure customer success by owning customer issues, advocating on their behalf to meet or exceed expectations - Provide solutions and/or workarounds to resolve difficult/complex technical issues - Work cross-functionally with peers, developers, product owners, management, and other departments to develop and deliver successful customer solutions - Provide support for customer escalated cases, if required - Ensure continuous knowledge transfer and customer self-help; by documenting developed solutions that are aligned with our KCS best practices and standards - Take responsibility for continuous improvement and development by participating in training/workshops as required - Manage assigned cases; utilizing Sales Force to track, document, monitor, and communicate customer expectations, issues, status, action items, and deliverables - Practice and support our ISO 9000 processes - Provide backline support by collaborating, assisting, and sharing knowledge with local and cross functional teams as needed - Work with peers worldwide to provide first class support for mission-critical customer issue - Address enterprise down situations with utmost priority to ensure high availability of Application services provided to customers as per the defined SLA.. Preferred Skills and Knowledge: - Experience with SQL for Oracle and SQL Server databases - Working knowledge of ETL tools like Informatica / Kettle to help resolve issues with the nightly batch jobs. - Experience with Open-Source Technology (such as Apache Web-Server, Apache Tomcat) - Solid understanding of Internet application technologies, including HTML, XML, Internet protocols, networking, firewalls, Web Server configurations, Internet application architectures based upon Java technology and Internet security - Broad range of troubleshooting skills related to software functionality, application server setup, database management, data analysis, app server configuration, performance tuning, installation, migration, and upgrades - Experience in implementation or support of enterprise business applications on Java technology Preferred Experience: - Available to work 24x7 and willingness to support weekend shifts when scheduled - Exposure to implementation, support, consulting, or development in enterprise business applications. - Strong troubleshooting and diagnostic ability, tuning and/or changing complex applications to optimize the product to perform to customer expectations - Exposure to enterprise application suites (networks, database configuration, server configuration, Web Server optimization, load balancing hardware) - Able to develop a coherent plan of action that meets everyone's needs to resolve a given situation as quickly as possible