Support Engineer

2 days ago

Chennai, Tamil Nadu, India beBeeTechnical Full time ₹ 60,000 - ₹ 80,000

Job Description:

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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.

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 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


Required Skills and Qualifications:

Excellent communication skills. Must have good customer handling skills with the ability to learn networking concepts. Should possess good telephone and email etiquette. Must be a graduate. Should be able to communicate effectively. Should be willing to work in US, UK time zones (24/7 environment including rotational night shifts).



Benefits:

This role offers a great opportunity to work in a fast-paced environment with a dynamic team. The company provides a supportive and inclusive work culture that encourages growth and development.



Others:

The selected candidate will be required to undergo a comprehensive training program to ensure they are equipped with the necessary skills and knowledge to excel in this role.

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