▷ (Urgent) Engineer Global Support

Position Engineer Global SupportLocation GurugramThe Support Expert 3rd Level Support - SW HW supports requests from Tech Expert 2nd Level Support in solving technical queries for the respective products Compass Cash Center Compass Casino Connect etc He she processes routed functionally escalated customer inquiries and provide solutions The Support Experts are the focal points to involve further Organizations providing L4 Support e g Quality Management R D TPMs external suppliers etc Knowledge Transfer into Service and through different service levels is at all times ensured Continuous improvement in quality and efficiency is his her day-to-day charter The Support Expert 3rd Level Support - SW HW impacts in these main areas Effective and customer-oriented expert support concerning complex issues for the focused products Monitoring and acceptance of allocated Cases routed from L2 to L3 Support fulfilling internal OLAs and customer SLAs to drive customer satisfaction Detailing of customer requests forwarded from L2 Support and identification of the most effective solutions for customer s problems in MS Dynamics Tool Detailed problem analysis remote identification of a solution via phone e-mail remote or visual support and documentation in the Field Service and Support Management System TopDesk Dynamics Regular communication of status and solutions for requests via the Field Service and Support Management System If required provision of on-site support troubleshooting complex solutions answering very complex technical customer questions to solve very complex problems Documentation of problem-related solutions with the help of knowledge articles error tree updates etc Providing know-how via online trainings knowledge articles documentation reviews etc Identification and categorization of customer inquiries that require further support and forward them to the respective specialist Level 4 in R D Integration Quality in case of product change requests upgrades quality matters etc Central point of contact to involve further non-service experts Level 4 like Quality R D OEMs and management of interaction and sparring with those Contribution to continuous product improvements by raising quality notifications or change requests Constant optimization of end-to-end support workflows governance and tools through consolidation of customer feedback and initiation of corresponding action Driving escalations to resolution The Support Expert 3rd Level Support - GDM closely cooperating with Global Training Knowledge Technical Communication R D Product Quality Regions Tech Expert 2nd Level Support Requirements Personality Skills Professional Qualification Experience Engineering degree in Computer IT Electronics Electrical with many years professional experience in technical service in various support levels Minimum 5-6 Years experience in SW support is required Demonstrated skills in operating systems MS platform - SERVER200x CITRIX and skills in database systems MS SQL 200x Oracle Working knowledge of used programming languages e g JAVA NET and have excellent ability to communicate and work effectively with other team members in a multicultural and international environment Working Knowledge of Networking Strong service mentality and the ability to successfully carry out systematic problem analyzes even under pressure Taking over responsibility handling customer and colleagues with respect Fluent in spoken and written English The ability to make recommendations for continuous quality improvements in all areas of accountability Flexibility to work long hours as necessary and able to handle high pressure in a professional manner We are an equal opportunity employer We promote diversity in all its forms and create an inclusive work environment free from prejudice discrimination and harassment in which all employees feel a sense of belonging We warmly welcome all applications regardless of gender age race or ethnic origin social and cultural background religion disability and sexual orientation https career5 successfactors eu careercompany gieseckede career job req id 25468 career ns job applicationWe are looking forward to receiving your application Giesecke Devrient India Private LimitedPlot No 02 EHTP Sector - 34 Gurugram - 122001www gi-de com careersCT laboratory mWe provide security solutions for over 145 centralI m proud of what we do