Customer Support Specialist

7 days ago


Pune, Maharashtra, India Convergint Asia Pacific Full time
Job Overview

The Customer Service Engineer will be responsible for ensuring client satisfaction by managing relations with existing clients, servicing security systems, and providing exceptional customer service. This role requires a professional with experience in Lenel/CCure/AMAG/Gallagher systems, customer-centric approach, and ability to troubleshoot and provide solutions.

About Convergint Asia Pacific
We are a leading provider of integrated security and audio-visual solutions, committed to delivering high-quality services to our clients. Our team is passionate about creating a safe and secure environment for our customers, and we are looking for talented individuals to join us in this mission.

Salary Estimate
The estimated salary for this position is $80,000 - $110,000 per annum, depending on location and experience.

Job Responsibilities
1. Ensure client satisfaction by managing relations with existing clients and resolving any issues that may arise.
2. Service security systems and perform routine preventive maintenance according to Convergint Technologies standards and policies.
3. Troubleshoot and solve problems efficiently, ensuring prompt and efficient response to all service requests.
4. Develop new requests and generate revenue from existing clients, support CS team and other departments as needed within your region.
5. Be proficient in our products and technology, always improving your abilities to deliver exceptional results.
6. Provide routine preventive maintenances and handle daily trouble-shooting, following up all open technical issues until they are resolved.
7. Take over all service issues from Project team after External Hand Over is done.
8. Prepare customer training materials and deliver professional customer training.
9. Diagrams update after HO.
10. Complete customer log file and follow up open issues, submitting weekly log file report.
11. Manage service sub-contractors and ensure they follow ICD standards and policies.
12. Promote CS selling and generate revenue from all existing clients.
13. Help desk.
14. Reporting of CS events to CS Dept. Supervisor and National CS Manager.

Required Skills and Qualifications
Experience in Lenel/CCure/AMAG/Gallagher systems, customer-centric approach, ability to troubleshoot and provide solutions.

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