Customer Support Executive

2 days ago

Bengaluru, India Solid Systems Global Full time

Designation: Senior Associate - Response Center (International Semi - Voice Process)
- Work Location: Bangalore
- Shift: Rotational Shifts
- Working days: 5 days
- Week Off: 2 days
- Represents Solid Systems Global in a positive and professional manner in achieving company goal
- Demonstrates a thorough understanding of Entitlement and Under-entitlement pertaining to service contracts and coverage levels
- Includes Fix First, Approved Fix First, No Fix First, SLA’s, T & M, the Five Rules of Entitlement, uplift requests and out of scope (OOS) concepts
- Demonstrates thorough knowledge of ticketing system and expertly performs the tasks of ticket opening, updating, closing, and escalating, among other tasks
- Telephones the customer within 15 minutes of an electronically generated service call acknowledging receipt of the call and requesting appropriate error logs
- Provides timely, accurate, thorough and unambiguous updates to the ticketing system
- Thoroughly understands the four primary pillars of a service event and is always keeping each party updated with all information that is appropriate for their role in a service event i.e. Customers/end-users, backline support, field support and parts provider
- Thorough knowledge of the phone system, including call transferring, calling internationally and conferencing, among other phone skills
- Dispatches Field Engineer and coordinates and communicates arrival times with customer
- Performs basic triage and solve basic technical issues
- Assigns complex technical issues to engineering team for triage and resolutionRecognizes situations requiring a service call Escalation and invoke proper Escalation procedures
- Analyses incidents, problems and systems information to show trends and potential problem areas, so that actions can be taken to minimize the occurrence of incidents
- Identifies areas of improvement and assists in creating and implementing best practices
- Ensures that support engineers are adhering to all safety guidelines and reports violations to management
- Thoroughly understands and uses all Response Centre tools
- Exercises good judgment and caution when recommending the use of replacement parts (especially parts with a high cost) or engaging expensive logistics resources
- Demonstrates ability to locate replacement parts within the entire Solid Systems Global Logistics
- Is proficient in identifying substitute or equivalent parts
- Has a basic familiarity with the hardware products under support
- Maintains work areas in a uncluttered, clean and organized manner; dresses professionally
- Available to work on call shifts as needed
- Available to work rotating shifts, covering 24 hours a day, 365 days a year
- Willingness to work overtime as needed Qualification and Specific Skills
- Qualification 12/Degree (If BTech, will be good)
- Excellent customer service skills
- Excellent verbal and written communication skills
- Has an understanding of basic Computer & hardware components.

**Salary**: ₹18,000.00 - ₹20,000.00 per month

Schedule:

- Evening shift
- Rotational shift

Ability to commute/relocate:

- Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- total work: 1 year (preferred)
- Customer service: 1 year (preferred)

**Language**:

- Hindi (preferred)
- English (preferred)

**Speak with the employer**
+91 9741499385

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