Senior Technical Support Engineer- I
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Job Description
Designation: Senior Technical Support
Experience: 3 - 10 Years
Location: Bangalore
Roles & Responsibilities
Experience: 3 - 10 Years
Location: Bangalore
Roles & Responsibilities
- Diagnose, isolate and/or resolve Level 2 technical software and hardware issues
- Product support, software usage assistance & operational advice
- Problem diagnosis, root cause analysis & corrective action
- Escalation point for issues being escalated from Level 1 globally
- Handle requests presented from any customer, partner, or site worldwide
- Answer calls offered from an ACD routing system and respond to email requests received, in accordance with service level agreements, SOPs and performance metrics
- Handle cases assigned over, due to differences in time zones & work balancing
- Create and update case records, detail actions taken, problem identification, and resolutions; including follow-ups and scheduled callbacks to customers, where necessary
- Identify and escalate priority issues appropriately
- Generate Out of Production notifications
- Continuously transfer knowledge by reviewing escalated cases with Level 1
- Enter all daily activities and time utilization into CRM
- Assign product licenses
- Process service generated RMAs
- Obtain, review and approve Project Hand-over information required by CTS to support customers/partners, in accordance with SOPs
- Perform all required tasks in a timely, professional manner and within service level objectives
- Provide responsive and effective solutions
- Interact effectively and coordinate appropriate resources to resolve issues, satisfy and retain customers
- Participate in a department on-call rotation for 24x7x365 Enterprise support
More Info
Key Skills
service level agreements
Out of Production notifications
software usage assistance
About Company