GSD Tier 1

Role Overview: As a Technical Support Engineer at GlobalLogic, you will be responsible for providing essential technical assistance to clients. Your primary duties will include troubleshooting issues, offering support, and ensuring a smooth user experience by collaborating with cross-functional teams. Key Responsibilities: - Triage customer issues received through various channels such as phone, chat, or web portal. - Prioritize cases based on customer urgency and issue severity. - Search, utilize, and reuse information from internal knowledge bases and information repositories to resolve issues efficiently. - Log and track all incidents and service requests accurately in case management system. - Document all customer interactions and updates in the case management tool with accuracy and completeness. - Route or escalate issues to the most appropriate and effective internal resource or team for resolution. - Communicate clearly and professionally with customers to ensure understanding and satisfaction. - Create positive customer experiences by maintaining empathy, urgency, and respect for the customer's time and effort. Qualifications Required: - Excellent written and verbal communication skills. - Strong customer service orientation with an appropriate sense of urgency and respect for customer's time. - Strong problem-solving and troubleshooting abilities. - Strong organizational and documentation skills. - Ability to stay calm under pressure and manage stressful situations effectively. - Attention to detail in logging and updating customer cases. - Experience triaging customer issues via multiple channels (phone, chat, web portal). - Ability to log and manage cases in a case management system (CRM/ticketing tool). - Proficiency in searching and reusing internal knowledge base or information repositories. - Understanding of incident and request management processes. - Awareness of business impact of customer issues. Additional Details: GlobalLogic is a high-trust organization that prioritizes integrity and trust. You will experience a culture of caring and inclusivity, with a commitment to continuous learning and development. By joining GlobalLogic, you will have the opportunity to work on interesting and meaningful projects that have a real impact on clients worldwide. The company values work-life balance and offers flexibility in work arrangements to help you integrate and balance the best of work and life.,