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Senior Technical Support Engineer

Keywords / Skills : Technical Support, IT Helpdesk, Helpdesk, Service Desk Support

1 - 4 years
Posted: 2018-09-24

Nationality
India
Industry
ITES/BPO
Function
Customer Service/ Call Centre/ BPO
Role
Technical Support Executive ( voice)
Posted On
24th Sep 2018
Job Description


Job Title: Senior Technical Support Representative (Voice Process-Technical)

Job Description:

Key Responsibilities/Outcomes:

• Answers basic questions on call about installation, operation, configuration, customization, and usage of assigned products.

• Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements.

• Applies basic diagnostic techniques to identify problems, investigate causes and recommend

solutions to correct common failures.

• Escalates complex problems to the Remote Support Engineering staff or Field Engineering.

• Typically provides support for Internal and External customers.

• Escalates complex problems to higher level of expertise within organization.

• Responsible for providing the first-line of after-sales telephone technical support of hardware, Operating Systems, sub-systems and/or applications for customers and/or employees.

• Responsible for obtaining required information from service requesters, querying clients to ensure accurate product identification, and logging the information into proper call management system.

• Primarily interfaces with clients, service delivery units, immediate management and other team members to ensure an accurate service request is routed to the appropriate service provider

• Responsible for determining service entitlement by reviewing contract, generating contracts for time

& material service if request is not under contract, or at field management request, providing grace periods on certain products while contract is in process

Core Competencies:

• Ability to work in a pressurized environment and able to deliver against a tight timescale.

• Act independently and be self-motivated.

• Excellent Problem Solving and Customer Service Skills

• Drive for results

• Attention to Detail

• Customer Focus

Venue:

Unisys India Pvt Ltd

RGA SEZ - UNIT 4, 9th Floor, Block – 3,

Wing – B Survey nu# 31/1,

Sarjapur Main Road, Carmelaram,

Hadosiddapura, Chikkakannalli, Bangalore-560035



About Company

eTeam is one of the fastest-growing companies in New Jersey and ranked as one of the best companies to work for by Staffing Industry ,eTeam provides high-volume staffing, SOW and payrolling services to structured contingent workforce programs and projects across the U.S., Canada and India. We also offer contract-to-hire and direct placement.
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