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IT Jobs in Pune
Technical Support Engineer - Tier 3
Technical Support Engineer - Tier 3
Druva Data Solutions Private Limited
Keywords / Skills :
Active Directory, Vmware, Virtualization, Backup, Storage, Global Technical Support
Pune
8 - 15 years
Posted:
2019-07-19
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APPLY
Nationality
India
Industry
•
IT/Computers - Hardware & Networking
•
IT/Computers - Software
Function
IT
Role
Technical Support Engineer
Posted On
19th Jul 2019
Job Description
Skills & Qualifications:
Experience should be within a technology support role. Preference to experience that is also within a highly dynamic, high growth organization
Fluent in the following: Windows, Mac and Linux operating systems with good troubleshooting ability
Good Windows, Mac & Linux troubleshooting ability.
Knowledge of Backup & Storage concepts, Microsoft Technologies & Cloud computing will be added advantage
Solid
networking, hardware and software troubleshooting skills
Proven track record of offering consistently superior levels of customer service
A warm personality, work well with co-workers
and are kind and patient with customers
The ability to think calmly and rationally during a crisis
The ability to make decisions on your own, and consult with team leaders as needed
Takes a self-directed leadership role in support and resolution of a technical
issue
Be a good listener, to really
understand a customer problem or question and help them solve it
Excellent written and verbal communication skills
Roles & Responsibilities:
Provide excellent
service to customers, excelling in empathy and case ownership
Handle escalated customer issues and see problems through to resolution
Facilitating customer communication, education and retention
Managing a large number of disparate customer issues in parallel
Collaborating with your team on issues and their solutions
Reviewing manuals, release notes, and patch documentation for possible issue resolution
Assist on Engineering/Product Management feature teams as a customer
representative
Utilizing remote secure access technologies to diagnose and resolve customer issues
Meeting Service Level Agreements metric for all customer channels
Research, diagnose, troubleshoot and identify solutions to resolve customer issues
Recreating and verifying software defects in the field or under lab conditions reported by customers
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Work in shifts with coverage
24x7x365
Ensure proper documentation and closure of all customer issues
Key Skill(s)
Active Directory
Vmware
Virtualization
Backup
Storage
Global Technical Support
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About Company
Druva , a young and fast growing organization already making its presence felt globally .We provide a bouquet of products in data storage, protection and management for various enterprises and devices as well as Cloud BackUp Solutions.
Headquartered at Sunnyvale-California, we are present across 6 locations in US Asia, Europe, Australia serving more than 3000 customers.
You would be part of a highly talented team contributing to the growth of our clients like NASA ,PwC, Xerox, Louis Vuitton etc.
We invite you to be a part of the Pune team - hosting one of its world class facilities our employees enjoy attractive HR benefits and wholesome recreations facility along with a great career opportunity ! Listed are the career opportunities : http://www.druva.com/about/careers/
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Additional Comments
$job_href->{'title'}
Exp.:
0 - 2 yrs
Walkin Date:
04 May
Walkin Venue:
Bhopal
Job Details :
Experience :
2 - 6 years
Job Location :
Mumbai
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints. Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Policy Servicing:-
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check Follow up with HUB for policy issuance of pending cases
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