Technical Support Engineer

Role & responsibilities

Job Description:

Job Summary L2 Support

The Level 2 Support Specialist will be providing 2nd level phone support for several retail store locations. This position will be troubleshooting application and hardware problems, documenting issues and guiding customers through documented solutions to resolve issues while providing world-class customer service.

Job Location – Noida /work from Office/ Night Shift

Candidate Location – Noida

Responsibilities: Agent receives and tracks trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved/closed out within the SLA s in the ticketing system. Provides telephone support to end-users on hardware, XStore , ORPOS software and other store system related issues. Tracks, takes ownership of issues, Resolves issues and promotes end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned. Works with Level 3 and other escalation points to resolve technical issues. Provides Remote Access Support through various VPN connections. Provides a high level of customer service in a fast-paced environment with phone calls, emails, and messaging. Follows up with existing tickets/inquiries, as appropriate. Accurately classifies and records details of inquiries into a web-based ticketing system. Effectively manages/prioritizes time to ensure that minimum Service Levels are met and/or exceeded.

Must Have:

•       Strong team player Excellent written and verbal communication skills.

•       The ability to learn quickly and independently.

•       Be passionate about helping people and resolving issues.

•       Initiative to use available solution articles and resources to solve problems and take ownership of ticketed issues.

•       Must be self-directed at troubleshooting issues; understand documented service levels and know when/who to escalate an issue to the next level of support.

•       Strong interpersonal skills are required. Ability to understand that user s needs are just as important as uncovering the technical solution.

•       Strong attention to detail, organizational skills and ability to follow-through.

Required Skills:

•       Minimum of 3 years’ experience in a customer/user support role.

•       Troubleshooting skills required.

•       Strong interpersonal communication and customer service skills

•       Ability to quickly learn business applications and apply this knowledge to assist end users.

•       Proficient in Windows 7 and use of the Internet.

•       Must have the ability to multi-task and work well in a fast-paced team environment.

•       Must have strong analytical and problem-solving skills.

•       Ability to maintain a friendly, upbeat and positive attitude.

Good to Have :

•       Minimum 2 years knowledge of Retail POS systems on Micros Xstore , at least version 7 of Xstore. Knowledge in SQL server 2012 or 2016 and database s Knowledge of Xstore functionality and structure Strong customer service, verbal and written communication skills required.

Preferred candidate profile

Perks and benefits