Network Support Engineer Position in Chennai
4 days ago
We are seeking a skilled Customer Service Representative to join our team at Movate in Chennai. This role is ideal for individuals with strong technical knowledge and excellent communication skills.
Job Responsibilities- Identify customer issues and route them to available engineers as needed
- Create and manage tickets for customer inquiries
- Serve as the first point of contact before customers reach the Technical Assistance Center (TAC)
The successful candidate will be responsible for creating licenses and support accounts for clients worldwide, ensuring timely completion of Premium Service orders, and working with cross-functional teams to provide best solutions.
Key Accountabilities:
- 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 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
Movate is a leading IT company based in Chennai. We offer competitive salaries and benefits to our employees.
Requirements- Min 6 months of experience in Tech Support or Voice process
- Mandatory: CCNA either Trained/Certified
- Flexible to work in Night Shifts
- GRADUATION IS MANDATORY
- 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 - for voice, email
- Must be a graduate
- Should be willing to work in rotational shift based on the business requirement (US, UK, APAC & IST time-zones)
We offer an estimated salary range of ₹300,000 - ₹500,000 per annum based on your qualifications and experience.
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