EdCast is the AI-Powered Knowledge Cloud solution for unified discovery, personalized learning, and knowledge management across the enterprise. Its award-winning platform is used internationally by Global 2000 companies and large government organizations, including NASSCOM and World Economic Forum, to solve the discovery and curation problems across all external and internal knowledge sources. EdCast's offerings include its Learning Experience Platform (LXP) and MyGuide's in-app guides, intelligence, and automation for business software.
As an Application Support Engineer, you will play a crucial role in providing product and technical support. You will be responsible for day to day operations, analysing customer requests, problem solving and managing escalations. Creative, energetic, and self-driven, you understand the customers and their needs and know how to be a trusted partner. You have an ability to quickly master EdCast's suite of product and become a product expert. You also love understanding customer's use cases and issues and work to provide the customer with the best possible solution.
Key responsibilities include:
Respond to requests for technical assistance via phone, email and other channels.
Diagnose and resolve simple technical software issues.
Research questions using available information and resources.
Advise users on appropriate action.
Follow standard customer support process and procedures.
Log all customer support interactions.
Issue research and root cause analysis with resolution.
Identify and escalate situations requiring urgent attention.
Track and route problems and requests and document resolutions.
Stay current with system information, changes and updates.
Partner with Engineering team on identification and tracking of enhancements requests and bugs.
Technical skills required:
Basic knowledge about application integrations (must have)
Knowledge about how API’s work (must have)
API knowledge and troubleshooting,
Troubleshooting web and mobile applications
Can write SQL queries (good to have)
Bachelor’s Degree in Computer technology or related.
Minimum 3 years professional solution/enterprise software product and support experience.
Related experience and training in troubleshooting and providing help desk support.
Knowledge of the Enterprise Learning & Development space including learning technology would be desirable.
Have experience with HCM.
Excellent communicator who listens and empathizes with the audience.
Tech-Savvy; capable of getting comfortable with LXP features and not afraid to pick up the phone and talk to the customer.
Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
A real go-getter who takes the initiative to get things done.