Customer Support Engineer

3 weeks ago

Chennai, India Movate Full time

Hiring for Customer Support Engineer @ MOVATE_Ambattur, Chennai


Looking only for Immediate Joiners


Interested candidates inbox your CV to


Years of Exp - from 6 months

Must have International Support Expereince

Excellent Communication Skills

Must be a Graduate


Desired Profile

Excellent Communication - for voice, email, chat 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 : Customer Support Engineer

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 Authorization

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 RMAProvide L0 level technical assistance on cases to rule out hardware errors


Thanks,

Deepu

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