Technical Support Specialist

4 days ago


Chennai, Tamil Nadu, India Movate Full time
Job Description:

The Customer Support Representative will be responsible for identifying issues with customers and routing them to available engineers, when necessary. They will create and manage tickets for issues contacted by customers. As the first point of contact before reaching Technical Assistance Centers (TACs), their role involves creating licenses and support accounts for clients worldwide.

Key Responsibilities:
  • Creation of Worldwide Return Materials Authorization
  • Ensuring timely completion of Premium Service orders
  • Managing 3rd Party Vendors for shipments, deliveries, and returns
  • Resolving RMA issues from customers or Level 1,2,& 3 Technical Centers
  • Providing tracking and status updates on 4-hour calls submitted to Technical Centers
  • Updating the Siebel Database to document customer cases
  • Notifying customers about product shipments
  • Escalating RMAs for additional support in a timely manner
  • Managing caseloads to closure in a timely manner
  • Providing customers with support for return products
  • FOLLOWING GUIDELINES FOR PROCESSING RMAS FOR CUSTOMERS WITHOUT CONTRACTS
  • Providing software download access to customers by processing Web Login requests
  • Providing licenses to customers for software updates
  • Managing high-visibility exceptions and working with cross-functional teams to provide best solutions
  • Customer Service Representatives work on a Worldwide schedule covering 24x5x365 with a rotating schedule
  • Handling L0 cases for confirmation of hardware failure and proceeding with RMA
  • Providing L0-level technical assistance on cases to rule out hardware errors

Salary Estimate:
We estimate the salary range for this position to be around ₹800,000 - ₹1,200,000 per annum, considering the job requirements, industry standards, and location. This estimate may vary based on individual qualifications, experience, and performance.

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