Customer Support Executive - Bengaluru, India - Solid Systems Global

Solid Systems Global
Solid Systems Global
Verified Company
Bengaluru, India

2 weeks ago

Deepika Kaur

Posted by:

Deepika Kaur

beBee Recuiter
Description

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 Underentitlement 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/endusers, 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, ₹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)

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