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Global Support Engineer
Giesecke & Devrient
posted 2mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Global Product Support (Level 3) is entrusted with the following tasks in their function:
Main Tasks:
- Monitoring and acceptance of allocated Service Requests (Cases), functionally escalated from L2 Support
- Creation of service requests in the ticketing system for requests from Regions, who do not use the G+D ticketing system
- Analyze service requests considering the SLAs and the priority
- Monitoring OLA times
- Extended Remote Support using Visual Support, Remote Access Services (RAS) or email / phone
- Solving issues, which could not be resolved at Regional Tech Support (Level 2) while respecting the SLAs
- Communication of status and solutions for service requests in the ticketing tool
- Documentation of problem-related solutions with the help of knowledge articles, error tree updates, etc.
- Routing (functional escalating) service requests, that cannot be resolved in L2 Support, to further processing organizational units, taking into account the applicable OLAs
- Interface management towards Level 4 with internal (Quality Management, R&D, Adaptation,) and external support partners - even outside the G+D ticketing system
- Initiation of hierarchical escalations if necessary
- Demanding know-how transfer from Training and L4 Support to constantly improve the skill level
- Providing know-how via (online) training, newly created knowledge articles, documentation reviews etc.
- Further development of processes as part of the continuous improvement process in order to increase customer satisfaction and optimize service provision
- Data exchange folders (ID Gard boxes) creation and maintenance of
- Contribution to continuous service improvement towards a global, efficient and transparent structure to increase effectiveness and efficiency
- Deriving continuous product improvement
Special Tasks:
- Processing technical spare parts clarifications
- Providing onsite support to customers on special request where highest service skills are needed to solve service requests
- Contribution to continuous service improvement towards a global, efficient and transparent structure to increase effectiveness and efficiency
- Identification of new business opportunities
- Deriving continuous product improvement
Requirements:
- Degree/diploma in engineering with many years professional experience in technical service in various support levels
- Strong service mentality and the ability to successfully carry out systematic problem analyzes even under pressure
- Taking over responsibility, handling customer and colleagues with respect
- Communication : Fluent in spoken and written English and Hindi
- Strong Analytic skills
- Good Knowledge of MS Office : Excel, Word, Power point
- Knowing Power BI will be an added advantage
- Minimum experience of 7 years in handling customer support
Employment Type: Full Time, Permanent
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17% candidates got the interview through other sources.
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What people at Giesecke & Devrient are saying
What Giesecke & Devrient employees are saying about work life
based on 384 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Giesecke & Devrient Benefits
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