Tech Support Engineer

Job Description:-

Job Profile

• Deliver First Call Resolution by handling customer requests and resolving customers technical and non technical

issues as often as possible during the first contact for assigned products.

• Provide a professional & competent standard of phone and online support (Chat) for Global customers.

• Accurately document all customer interactions in a case tracking database. Content to be logged in full written

English.

• Communicate and articulate clearly with the customer (in both verbal and written communication).

• Call back customers waiting for follow-up in the agreed timeframe.

• Demonstrate ownership and willingness to resolve issues in a timely manner.

• Ability to assess customer sentiment at all stages during the communication, to take the lead in escalating an

issue on behalf of the customer and to arrange for a supervisor to mediate in the interaction if deemed necessary

by you or if requested by the customer.

• Manages all customer communication with the appropriate level of etiquette, timeliness and professionalism,

whilst working towards achieving agreed operational targets. Understanding of escalation handling procedures.

• Understand the issues business impact & put efforts accordingly to ensure a time response and resolution for the

customer.

• Resolve known customer issues through the use of a knowledgebase, direct use of product and operating systems,

product user guides, and other reference materials.

• Resolve undocumented customer issues through advanced problem solving.

• Obtain general understanding of OS and application operations related to product usage.

• Report top call generators, severe issues, new emerging trends, feature requests and common how-to questions

to the SME/designated contacts so that trend can be analyzed and feedback is given out to relevant stakeholders.

• Provide status updates and relevant information to support teams and customers within the specified SLAs,

should also adhere to the time in tier matrix.

• Should forward any issues/escalations to next level of support for further resolution

• Provision of Customer Services escalation support to key Enterprise customers, leveraging appropriate internal

and external resources to bring cases to closure.

• Responsible for following established processes and policies in all customer interactions and escalations

• Accountable for personal achievement against performance targets including case resolution and turnaround

time, open case ageing, first contact resolution rate, and case quality and customer satisfaction

• Participation in Business Intelligence processes including taking an active role in Knowledgebase document

creation, blog creation, responding to forum posts, incident case notes logging and recording, bug logging etc.

• Responsible for ongoing knowledge and skills development and also for identifying developmental needs and

addressing knowledge gap

Skills:

Experience/Qualifications Required

• Must be a Graduate , Technical degree preferred

• 1-3 years of experience with International Technical Support Center, Enterprise Support is preferred

• Experience in troubleshooting software on Windows and /or Mac operating systems.

• Technical Support or implementation experience, supporting enterprise software solutions.

• Experience working in a team environment, managing a diverse workload

• Outstanding written & verbal communication skills in English with a neutral accent

• Experience in one or more of the following additional areas: Database technology (SQL); Web technology (HTML,

JavaScript, CSS, XML, PHP), Networking Technologies (TCP/IP, DNS)

• Ability to multi-task and perform effectively under pressure

• Excellent analytical skills and ability to navigate challenging situations in a professional manner.

• General cultural awareness, particularly for agents who are supporting customers in a region other than the one

theyre located in (e.g. ability to detect & understand different regional accents, general knowledge of what the

capital of the country is, the main cities or regions etc. to avoid having to make spelling requests to customers).

Education:

1-3 years of experience

Thanks & Regards,

G S Annapurneswari
Recruitment Specialist
IN: +91 (80) 2226 3000 | Mobile: +91 8904411010