Engineer Global Support

Job Description

G+D makes the lives of billions of people around the world more secure. We create trust in the digital age with integrated security technologies in three business areas: Digital Security, Financial Platforms and Currency Technology. We have been a reliable partner for our customers for over 170 years with our innovative solutions for SecurityTech! We are an international technology group and traditional family business with over 14,000 employees in 40 countries. Creating Confidence is our path to success. Trust is the basis of our co-operation within G+D. The whole world trusts us when it comes to physical or digital currencies. We increase the security and efficiency of the cash cycle in collaboration with central banks and the entire currency industry. As the market leader in advanced currency management, would you like to join us in shaping the future of payments? Position : Engineer Global SupportLocation : Gurugram The Support Expert (3rd Level Support – SW/HW) supports requests from Tech Expert (2nd Level Support) in solving technical queries for the respective products (Compass Cash Center, Compass Casino Connect, etc.). He/she processes routed, functionally escalated customer inquiries and provide solutions. The Support Experts are the focal points to involve further Organizations providing L4 Support (e.g., Quality Management, R&D, TPMs, external suppliers etc.).Knowledge Transfer into Service and through different service levels is at all times ensured. Continuous improvement in quality and efficiency is his/her day-to-day charter.The Support Expert (3rd Level Support – SW/HW) impacts in these main areas: Effective and customer-oriented expert support concerning complex issues for the focused productsMonitoring and acceptance of allocated Cases routed from L2 to L3 Support,, fulfilling internal OLAs and customer SLAs to drive customer satisfactionDetailing of customer requests forwarded from L2 Support and identification of the most effective solutions for customer’s problems in MS Dynamics ToolDetailed problem analysis, remote identification of a solution (via phone, e-mail, remote or visual support) and documentation in the Field Service and Support Management System (TopDesk / Dynamics)Regular communication of status and solutions for requests via the Field Service and Support Management SystemIf required, provision of on-site support (troubleshooting, complex solutions, answering very complex technical customer questions) to solve very complex problemsDocumentation of problem-related solutions with the help of knowledge articles, error tree updates, etc.Providing know-how via (online) trainings, knowledge articles, documentation reviews etc.Identification and categorization of customer inquiries that require further support and forward them to the respective specialist (Level 4 in R&D, Integration, Quality) in case of product change requests, upgrades, quality matters, etc.Central point of contact to involve further non-service experts (Level 4) like Quality, R&D, OEMs and management of interaction and sparring with thoseContribution to continuous product improvements by raising quality notifications or change requestsConstant optimization of end-to-end support workflows, governance and tools through consolidation of customer feedback and initiation of corresponding actionDriving escalations to resolution The Support Expert (3rd Level Support - GDM) closely cooperating with Global: Training, Knowledge & Technical Communication, R&D, Product Quality Regions: Tech Expert (2nd Level Support) Requirements: Personality / Skills / Professional Qualification & ExperienceEngineering degree in Computer/IT/Electronics/Electrical with many years professional experience in technical service in various support levelsMinimum 5-6 Years experience in SW support is requiredDemonstrated skills in operating systems (MS platform – (SERVER200x, CITRIX) and skills in database systems (MS SQL 200x, Oracle). Working knowledge of used programming languages (e.g. JAVA, .NET, ) and have excellent ability to communicate and work effectively with other team members in a multicultural and international environment. Working Knowledge of NetworkingStrong service mentality and the ability to successfully carry out systematic problem analyzes even under pressureTaking over responsibility, handling customer and colleagues with respectFluent in spoken and written EnglishThe ability to make recommendations for continuous quality improvements in all areas of accountability. Flexibility to work long hours as necessary and able to handle high pressure in a professional manner