The Professional, 2nd Line Customer Support resolves escalated incidents and supports technical investigations. The role works within established processes to identify issues, recommend fixes and improve service effectiveness. The Professional collaborates with R&D and other teams to complete investigations and reduce repeat incidents. The role applies practical knowledge, works independently on defined objectives and supports less experienced colleagues when needed.
Abteilung Professional Services Beschftigungsart Festanstellung Standort Indien, Bangalore Arbeitsplatztyp Hybrid Dein Manager Anette Thelenius
Responsibilities
- Handles escalated incidents from 1st Line Support.
- Investigates issues and drives them to resolution using established methods.
- Identifies root causes and proposes corrective and preventive actions for review.
- Works with R&D teams to resolve product defects and recurring issues.
- Analyses incident data and reports trends to internal teams.
- Checks systems and processes and recommends adjustments that improve effectiveness.
- Assesses new incidents and determines if they relate to known errors.
- Explains technical procedures to colleagues and customers and escalates complex issues.
- Solves problems using experience, available knowledge and guidance from senior colleagues.
- Provides informal support and mentorship to less experienced professionals.
Skills, Knowledge & Expertise
- Experience in 2nd Line Support or related technical support roles.
- Practical understanding of incident and problem management processes.
- Ability to analyse issues and complete investigations within set frameworks.
- Clear communication skills with internal and external stakeholders.
- Ability to recommend improvements to processes and service performance.
- Education and experience in a relevant technical field.
ber Forterro
Forterro wurde 2012 gegrndet und hat sich zu einem der fhrenden Anbieter von Industriesoftware entwickelt - mit Niederlassungen in den wichtigsten Produktionslndern Europas sowie regionalen Servicezentren und Entwicklungszentren auf der ganzen Welt. Von mehr als 40 Standorten aus stellen unsere ber 2,500 Mitarbeiter Software fr mehr als 13.000 Industrieunternehmen bereit und untersttzen diese. Unsere Produkte sind tief in den Anforderungen der jeweiligen Region verwurzelt. Jedes Produkt ist darauf ausgerichtet, die Fhigkeit unserer Kunden zu strken und zu beschleunigen, effizient zu arbeiten und wettbewerbsfhig zu sein.
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