Senior Global Technical Support Specialist

2 days ago

Chennai, Tamil Nadu, India beBeeExpertise Full time ₹ 60,00,000 - ₹ 1,20,00,000

Global Technical Support Expertise Sought

The ideal candidate will be responsible for resolving customer issues and routing them to available engineers. They will create and manage tickets for customer contacts, act as the first point of contact before customers reach technical assistance centers, and create licenses and support accounts worldwide.

Key Responsibilities:

  • Create Worldwide Return Materials Authorizations
  • Ensure timely completion of Premium Service orders
  • Work with third-party vendors on shipments, deliveries, and returns
  • Resolve RMA issues from customers or Level 1-3 Technical Centers
  • Provide tracking and status updates on four-hour calls submitted to Technical Centers
  • Update Siebel Database to document customer cases
  • Notify customers of product shipments
  • Evaluate and escalate RMAs in a timely manner
  • Manage caseloads in a timely manner for closure
  • Provide support for return products and follow guidelines for processing RMAs without contracts
  • Process Web Login requests for software downloads and provide license access for software updates
  • Manage high-visibility exceptions and collaborate with cross-functional teams to provide best solutions
  • Work on a global schedule covering 24x5x365 with rotating shifts

Requirements:

  • Graduate degree required
  • Excellent communication skills (voice, email, chat)
  • Ability to communicate effectively
  • Good telephone and email etiquette
  • International support experience preferred
  • Will work in US/UK time zones (24/7 environment including rotational night shifts)
  • Good customer handling skills with ability to learn networking concepts

Benefits:

Working on a global scale, collaborating with diverse teams, and developing expertise in international technical support.

What We Offer:

Opportunities for growth, professional development, and making a significant impact in the industry.

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