- Good Understanding of OSI Layers
- Good Understanding of Routers and Switches
- Good Knowledge about DHCP (DORA Process), DNS, TCP/ IP, IP Address
- Types and Classes of IP Address, Subnet
- Basic troubleshooting steps for Internet issues
- Excellent Communication for voice, email
- Must be a graduate
- Should be willing to work in rotational shift based on the business requirement (US, UK, APAC & IST timezones)
- Must have good customer handling skills with the ability to learn networking concepts
- Creation of World Wide Return Materials Authorization
- Ensuring all Premium Service orders are completed in a timely manner
- Working and managing 3 Party Vendors around shipments, deliveries and returns
- Resolve any RMA issues from the customer or Level 1,2&3 Technical Centers
- Provide tracking and Status updates on all 4 hour calls submitted to the Technical Centers
- Updating the Siebel Database to document customer cases
- Notification to customer's product shipments
- Escalating RMAs for additional support in a timely manner
- Manage caseloads in a timely manner to closure
- Provide customers with support for return products
- Follow all guidelines for processing RMAs for customers without contracts
- Providing software download access to customers by processing Web Login requests
- Providing license to customers for software updates
- Manage high visibility exceptions and can work with crossfunctional teams to provide best solutions
- Customer Service Representatives will work on a World Wide schedule covering 24x5x365 with a rotating schedule
- Handle cases for confirmation of hardware failure and proceed with RMA
- Provide first level technical assistance on cases to rule out hardware errors.
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Network Engineer - Hyderabad, India - Movate
Description
Job Profile :
Engineer - Switching
Location:
Hyderabad
Shifts:
Flexible to work in Rotational Night Shifts
Desired Profile
Job Specs:
The Customer support representative will be responsible for identifying the issue with the customers and routing them to the available engineer, when necessary.
The team will also ensure customer satisfaction / experience is and stays a priority. Manage high visibility exceptions and can work with cross - functional teams to provide best solutions.