Customer Care Representative

• Customer Query handling & Support to resolve all technical issues
• Resolve all the technical & Non technical issue online.
• Maintain a complete pre-installation checklist and checklist of all the installation done

at customer place and to provide the copy of the same to Sales & CCD Synchronize

the same to be used as reference

• Provide Technical Support to Customers and Onsite Engineers
• Reproducing Customer Issue: For all the expected solutions given to customer and

the issue still continues /or new issue arise to reproduce the customer issue by

setting all parameter same as at Customer site and to resolve the issue in

coordination with development team.

• Reply to mails (related to Central region) on support ID / forward to concern team.
• In-absence of Service Manager to make action plan and sent it to customer and

doing necessary formalities to send the Engineer on site after coordinating/Informing

Service Manager

• Material Follow-up if required for engineer
• Coordinating with Engineer and Customer to process engineer visit , like proving

contact details of each-other to both service engineer and Customer

• Coordinating with Engineers when on site and provide them with documents as and

when required.viz. pre-installation form, RMA

• Generating tickets and intimating the same to engineer and customer in writing
• Ticket closure with all required documents with closure mail to customer for

confirmation.

Customer Care Representative

2

• Updating active tickets and sending open tickets details to all senior service engineer

and Service manager on weekly or fortnightly basis with reminders for sending

pending MOMs

• Providing Password to all engineers as and when required either by phone of SMS.
• Co-ordination with Embedded team, development Team, IT Team and PHP team

(Licence Related) and CCD Team.

• In absence for any support team member to help the service manager in handling

the region and following instruction of Service Manager for the same.