Customer Advocacy Engineer

2 - 3 years

2 - 7 Lacs

noida uttar pradesh india

Posted:11 hours ago| Platform: Foundit logo

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Skills Required

customer advocacy ticketing technical support customer services

Work Mode

On-site

Job Type

Full Time

Job Description

  • As a resident customer advocacy engineer will act as a single point of contact for customer
  • Provide 1st level functional & technical support to onsite users for a web based application (our proprietary application)
  • Follow-up & maintain log and/or list of reported customer issues/tickets, update pending issues/tickets, identify & escalate issues requiring level 2 escalation
  • Follow-up with onsite users for missing information/ approvals for processing of requests for closure of pending issues
  • Create and Upload KB Articles in the Knowledgebase
  • Provide individual training and support on request
  • Maintain current and accurate inventory of technology hardware, software and resources
  • Maintain log and/or list of required repairs and maintenance
  • Produce reports as required by support desk manager, from time to time
  • Configure, maintain and troubleshoot all network (LAN wired & wireless, access points) related issues
  • Provide support on android based tablets issues
  • Adhere to defined Service Levels
  • Adhere to established policies & procedures of the support desk

Required Skill Set

  • Superb problem-solving skills & trouble shooting skills
  • Minimum 2-3 years of experience in technical support for networks & computer systems
  • Familiarity/exposure with networking appliances (Switches, Firewall, Access points)
  • Familiarity/exposure with Windows serverFamiliarity/exposure with android based tabletsGood customer interaction skills
  • Good communication & presentation skills
  • B.E./ B. Tech/MCA/Diploma in E&T/IT/ Electronics/Computers/ EC/ Electrical or Any Graduate with Hardware & Networking diploma

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