Technical Support Engineer-Face To Face Interview
- Trigent
- 2 - 6 years
- Noida, Gurugram
- 2 months ago
- Email to a friend
- Report this job
Job Description
Role & responsibilities
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 and prioritize and accordingly put effort to ensure a
time response and resolution for the customer.
- Resolve known customer issues using 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,
understanding of database applications, web server technologies & SaaS technologies.
Experience with APIs, BI/Reporting & Salesforce working knowledge.
- 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 for identifying developmental
needs and addressing knowledge gaps.
- Should be open to work in a 24X7 environment with willingness to cater to any geography.
Preferred candidate profile
Face to Face candidates Only
Contact person :Nijanthan R-9629452***
ni********r@tr****t.com
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Software & QARole Category: Software DevelopmentRole: Software Development - OtherEmployement Type: Full timeContact Details:
Company: TrigentLocation(s): Noida, Gurugram
Keyskills: Application Support experience Troubleshooting Win JavaScripting Webserver Technologies Core Java SaaS Technical Support HTML Mac
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Trigent
About Trigent: Trigent is a leading provider of IT services and solutions, headquartered in Boston, USA, with development centers in India. We are committed to delivering high-quality software solutions and services to our clients across the globe. Our expertise spans a wide range of industries, an...
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