Lead- Technical support (Track & Trace)

Dover

10 - 18 years

15 - 25 Lacs

bengaluru

Posted:3 weeks ago| Platform:

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Skills Required

product support application support troubleshooting

Work Mode

Hybrid

Job Type

Full Time

Job Description

Roles& responsibilities:

Diagnose, isolate and/or resolve Level 2 technical software and hardware issues, Product support, software usage assistance & operational advice, Problem diagnosis, root cause analysis & corrective action, Escalation point for issues being escalated from Level 1 globally, Handle requests presented from any customer, partner, or site worldwide

Answer calls offered from an ACD routing system and respond to email requests received, in accordance with service level agreements, SOPs and performance metrics, Handle cases assigned over, due to differences in time zones & work balancing. Create and update case records, detail actions taken, problem identification, and resolutions; including follow-ups and scheduled callbacks to customers, where necessary. Identify and escalate priority issues appropriately. Generate Out of Production notifications. Continuously transfer knowledge by reviewing escalated cases with Level 1
Enter all daily activities and time utilization into CRM. Assign product licenses, Process service generated RMAs. Obtain, review and approve Project Hand-over” information required by CTS to support customers/partners, in accordance with SOP, Perform all required tasks in a timely, professional manner and within service level objectives. Provide responsive and effective solutions, Interact effectively and coordinate appropriate resources to resolve issues, satisfy and retain customers
Participate in a department on-call rotation for 24x7x365 Enterprise support

Must have skills:

Diagnose, isolate and/or resolve Level 2 technical software and hardware issues
2 Customer Satisfaction
3 Good communication skills with Attitude.
4 Understand the customer pulse over phone

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