Network Engineer
1 week ago
We are seeking a highly skilled Network Engineer to join our team at Movate in Chennai. As a key member of our technical support team, you will be responsible for providing exceptional customer service and technical expertise to our clients worldwide.
About the Role:
- Estimated Salary: ₹ 800,000 - ₹ 1,200,000 per annum (depending on experience)
- This is a full-time position with flexible working hours, including night shifts
- You will work closely with cross-functional teams to resolve complex technical issues and ensure high customer satisfaction
Job Description:
Technical Support RepresentativeAs a Technical Support Representative, your primary responsibility will be to identify and troubleshoot technical issues with our customers. You will create and manage tickets, escalating issues to senior engineers as needed. Your role will also involve creating licenses and support accounts for clients worldwide.
- Main Responsibilities:
- Creation of Worldwide 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 customer's 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 cases for confirmation of hardware failure and proceed with RMA
- Provide first level technical assistance on cases to rule out hardware errors
Requirements:
- Good understanding of OSI Layers
- Good understanding of Routers and Switches
- Good knowledge about DHCP (DORA Process), DNS, TCP/IP, IP Address
- Types and Classes of IP Address, Subnet
- BASIC Troubleshooting steps for Internet issues
- Excellent Communication skills for voice, email
- Must be a graduate
- Should be willing to work in rotational shift based on business requirement (US, UK, APAC & IST time-zones)
- Must have good customer handling skills with the ability to learn networking concepts
Benefits:
The selected candidate will enjoy a competitive salary package, including medical insurance, retirement plans, and opportunities for professional growth and development.
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