Technical Support Engineer
- Alp Consulting
- 3 - 8 years
- Bengaluru
- 11 months ago
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Job Description
Your Key Responsibilities:
- Actively participates in support of incoming calls
- Continuously demonstrates a truly empathetic concern for customer issues
- Leverages exceptional judgement, training resources, and knowledge base to provide consistent solutions to our customers.
- Quickly identifies escalations and creates expectation alignment with customers
- Documents issue details, troubleshooting steps, and resolutions with pinpoint level details to reduce repeated troubleshooting steps.
- Primary stakeholder to ensure our customers receive prompt support.
- Troubleshoot and resolve Tier 1 issues involving any of the following:
- Fuel dispensers
- Site Controllers
- Island terminals
- EMV software
- Computer board level troubleshooting
- Support software applications
- Tank gauges, hydraulics, or pumps
- Terminal media feeds
- Continuously improve, hone, and develop skills and knowledge that accelerates support and product expertise.
- Facilitate field support services to repair products within scope of service.
- Consistently engage with peers, managers, and organizational leaders to provide collaborative solutions.
- Other duties as requested.
Qualifications Needed:
- Must have completed B.Sc (Computers/Electronics) / BCA / BBA or equivalent
- Have 1-3 years of work experience in the similar set-up like fueling industry, IT support, retail customer support center with trouble shooting experience is a must
- Experience with direct customer engagement in a fast-paced customer focused environment
- Ability to work in the 24X7 rotational shift environment and majorly in the US time zone
- Ability to work independently with minimal support in Hybrid model.
- Ability to multi task and has a good typing speed at least 50 words per min
- Should be 100% conversant to listen, understand and respond in US ascent
- Document everything and do it with tremendous detail
- Be a voracious learner and demonstrate growth.
Other Skills And Attributes for Success
- Honest, dependable, and full of integrity
- Possess a genuine desire to help others
- Takes ownership of all tasks and commits to high quality results
- A track record of self-improvement and growth mindset
- Ability to seamlessly adapt to changes quickly
- Exceptional interpersonal skills, and team oriented
- Possession of soft skills that consistently demonstrate empathy and a commitment to our customers
- Exceptional telephony utilization, communication skills, active listening, and customer-care
- A demonstrated logical approach to troubleshooting
- Consistently maintain a superior level of professionalism
- Excels past service minimums and strives for industry leading results
- Ability to work with internal and external stakeholders to achieve exceed expectations and goals
- Experience or education from an electronics or information technology background
- Understanding and usage of various support tools such as telephony, ticketing platforms, and knowledge bases
Essential Outcomes:
- Maintains 90% customer satisfaction
- Has high level of needed technical and functional knowledge
- Completes assigned trainings prior to due date
- Consistently demonstrates a collaborative nature
- Take full ownership of all tasks and responsibilities
- Drives full and complete resolutions
Job Classification
Industry: IT Services & ConsultingFunctional Area:
Role Category: IT Support
Role: IT Support
Employement Type: Full time
Education
Under Graduation: B.Tech/B.E. in Any Specialization, BCA in Any Specialization, B.Sc in Any SpecializationPost Graduation: MCA in Any Specialization, M.Tech in Any Specialization, MS/M.Sc(Science) in Any Specialization
Doctorate: Doctorate Not Required
Contact Details:
Company: Alp ConsultingLocation(s): Bengaluru
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Keyskills: technical support International Voice Process International Call Center international voice Technical Voice Process Voice Process Voice Support
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Alp Consulting
Ranked among the top 5 recruitment and staffing consultants in India, Alp Consulting is a subsidiary of Outsourcing Inc Japan, a billion-dollar organisation with a presence in 17 countries. We are one of the leading companies in developing and delivering unique personnel solutions that are customi...
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