Position: Engineer - Customer Support
Job Location: Chennai
Notice Period : Immediate Joiners/15 days Notice
Desired Profile:
- Excellent communication skills - for voice support
- Should be able to communicate effectively
- Should possess good telephone and email etiquette
- Must be a graduate
- Should be willing to work in US, UK time zones (24/7 environment including rotational night shifts)
- Must have good customer handling skills with the ability to learn networking concepts
Role
Designation : Engineer Customer Support
The Customer support representative will be responsible for identifying the issue with the customers and routing them to the available engineer, when necessary. They will create, manage tickets for the issues that the customer contacts. They will act as the first point of contact before the customer reached the TAC. Their job will also involve creation of licenses and support accounts to the clients worldwide.
The team will also ensure customer satisfaction / experience is and stays a priority. Manage high visibility exceptions and can work with cross - functional teams to provide best solutions
Responsibilities:
Creation of World Wide Return Materials Authorisation
Ensuring all Premium Service orders are completed in a timely manner
Working and managing 3 Party Vendors around shipments, deliveries and returns
Resolve any RMA issues from the customer or Level 1,2& 3 Technical Centers
Provide tracking and Status updates on all 4 hour calls submitted to the Technical Centers
Updating the Siebel Database to document customer cases
Notification to customers product shipments
Escalating RMAs for additional support in a timely manner
Manage caseloads in a timely manner to closure
Provide customers with support for return products
Follow all guidelines for processing RMAs for customers without contracts
Providing software download access to customers by processing Web Login requests
Providing license to customers for software updates
Manage high visibility exceptions and can work with cross-functional teams to provide best solutions
Customer Service Representatives will work on a World Wide schedule covering 24x5x365 with a rotating schedule
Handle L0 cases for confirmation of hardware failure and proceed with RMA Provide L0 level technical assistance on cases to rule out hardware error.
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