Tech Support Engineer - Gurgaon,Noida
- Trigent
- 1 - 3 years
- Noida, Gurugram
- 11 months ago
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Job Description
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 8904411***
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information Security, Role Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: Trigent SoftwareLocation(s): Noida, Gurugram
Keyskills: Technical Support Enterprise Support Networking Technologies
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