Address AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life – such as energy, infrastructure, chemicals and minerals – safely, efficiently and more sustainably.
We’re the first software business in the world to have our sustainability targets validated by the SBTi, and we’ve been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We’ve also recently been named as one of the world’s most innovative companies.
If you’re a curious and collaborative person who wants to make a big impact through technology, then we want to hear from you! Find out more at https://www.aveva.com/en/about/careers/
The purpose of this role is to be part of a 24x7 support team providing customer support. The team are responsible for answering customer queries and solving customer technical issues over phone, email and tickets. The team are also responsible for monitoring application alerts , analyse, solve and escalate as needed. The Team are accountable to making sure all submitted technical and application related issues regarding AVEVA products are addressed, adhering to contractual support SLAs. The team also provides support for AVEVA Licensing and a basic level of support for AVEVA Products (engineering and information management products).
Role Description:
- Provide a solid technical understanding of Networking and Hosting technologies and solutions.
- Provide on-going customer and operational support to ensure stable, secure running of AVEVA Cloud operational and support services, as defined by service measures.
- Point of contact for requests and support incidents for external and internal customers.
- Perform service health/capacity checks.
- Respond to automated alerts by defined action – either technical response, further checks or escalation via document.
- Monitor emails & Helpdesk queues for incoming support requests, respond and act accordingly.
- Monitor site related alerts, analyse and solve or escalate as needed using alert monitoring software
- Work with development teams on upcoming releases and changes to ensure smooth planning and implementation.
- Deliver support and service solutions to customers in line with ITIL and/or industry best practice
- Ensure operational procedures and practices are well defined, documented and consistently applied
Knowledge, Skills & Experience Required
- Bachelor’s degree in IT or equivalent
- 3 to 5 years of excellent customer service skills in a technical environment
- Good problem-solving and prioritization abilities
- Excellent verbal and written communication skills
- Experience in supporting SAAS based applications.
- Knowledge on Cloud technology and Cloud based applications.
- Experience / Knowledge of AVEVA Products.
Functional Competencies:
- Provide effective phone and email software support to clients reporting problems while using our SAAS products or requiring on-the-spot coaching with AVEVA software products.
- Utilize the Salesforce Service Console to log customer cases.
- Perform basic and advanced troubleshooting to identify/verify the underlying cause of customer-reported problems.
- Proficiency in grasping new technical terminology from both customer and internal teams, with the capability to articulate it in a straightforward manner when communicating with senior management as required. Utilize internal resources to assist in the prompt resolution of application and technical issues.
- Contribute to the maintenance and improvement of the knowledge base.
- Escalate calls to higher-level analysts according to defined support processes.
- Participate in daily shift handover and weekly planned and Ad-hoc meetings.
- Adhere to shift schedules.
- Ability to draft short- and long-term goals and achieve results.
- Familiarity with customer support key KPIS and objective oriented
- Keen to take initiatives and responsibilities.
- Familiar with Agile and scrum methodologies
- Experience managing, supporting network infrastructures.
- Good to have knowledge on Cloud technologies (AWS and AZURE)
- Experience with ITIL processes and functions such as Problem, Change Management.
- Positive attitude towards learning and ability to explore AVEVA products with minimal supervision.
- Experience in supporting enterprise software license and subscription model.
Important Working Relationships
- All levels of AVEVA Support Organisation (within Hyderabad and global)
- Test, Development, cloud Devops, Professional services and Commercial operation teams Relevant customer Service Delivery Managers
- Customers’ local support representatives and their IT & security teams
AVEVA requires all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.
AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.
Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world.
