Resolve technical issues created by customers looking for help to understand or troubleshoot unexpected behaviors or answer technical questions about the games and applications.
Understand and troubleshoot solutions in a complex technical environment.
Multi-task in a fast-paced high-performance environment collaborating with multiple teams.
Maintain a professional demeanor and customer focus when handling complex issues.
Interact with our clients all over the globe on need basis
Debug and Provide RCA (Root Cause Analysis).
Document the investigation and create Major incident document and known error document. Further work to document existing knowledge in Knowledge articles.
Understand the code flow and application functions
Understand the queries given by the customer Support team.
Coordinate with internal teams to proactively identify the issues in the system.
Analyse and Identify service improvement items and design solution.
Support continuous improvement by investigating alternatives and technologies.
SLA adherence with respect to keeping clients happy.
Be an excellent team player and take responsibility for the Issue end to end.
Proven working experience in Java development.
Experience in supporting services using back-end technologies.
Knowledge on writing Database queries.
Excellent programming skills using Java/J2EE, XML/ JSON, XSL, JMS, RESTful web services.
Excellent debugging and troubleshooting skills.
Strong investigation skills using tools like Kibana or Splunk and Grafana.
Excellent written and verbal communication skills.
2+ years of experience with enterprise software application support. Experience in writing quality Knowledge articles.
Experience with analyzing the back-office reports.
Experience in pattern analysis and identifying the product improvement areas.
Willingness to work in shifts when needed.
Competitive compensation depending on experience
Opportunities for professional and personal development.
Opportunities to progress within a dynamic team.
Chance to work with close and collaborative colleagues.
Comprehensive health coverage.
PERSISTENCE We never give up and are determined to be the best at what we do.
RESPECT We value and respect our clients, their players, and our team members; promoting professionalism, integrity and fairness without compromise.
OWNERSHIP We take ownership of our work and consistently deliver in a reliable manner; always providing the highest level of quality.