The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
Do
- Support process by managing transactions as per required quality standards
- Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
- Update own availability in the RAVE system to ensure productivity of the process
- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
- Follow standard processes and procedures to resolve all client queries
- Resolve client queries as per the SLAs defined in the contract
- Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Maintain and update self-help documents for customers to speed up resolution time
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
- Ensure all product information and disclosures are given to clients before and after the call/email requests
- Avoids legal challenges by complying with service agreements
- Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Accurately process and record all incoming call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
- Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
Deliver
Mandatory Skills: Technical Troubleshooting .
Experience: 1-3 Years .
Role & responsibilities:
Technical Expertise - Prepare the necessary configuration and validation for new customer installations and changes over live sites also troubleshooting technical issues being a part of 3rd line global support.
- Knowledge of Cisco hardware, Nexus, Catalyst and WLAN.
- Has direct responsibility for completion of technical support deliverables defined in the project plan. These deliverables include Cisco routing, switching and WLAN configuration and validations in accordance with customer requirements.
- Knowledge of network routing: BGP, EIGRP, OSPF (VXLAN a plus)
- Undertaking data network fault investigations in local and wide area environments, using information from multiple sources
- Has direct responsibility for completion of technical support deliverables defined in the project plan. These deliverables include Cisco routing, switching and WLAN configuration and validations in accordance with customer requirements.
- Leads and supports Networking and Facility Projects
- Ability to handle multiple projects simultaneously.
- Configuration of routing and switching equipment.
- Remote support of on-site engineers and end users/customers during installation.
- Speaking with customers via email and phone for initial requirement capture. Performance is measured from complete and on-time delivery, according to SLA. Perform end-to-end commissioning in co-operation with customer representatives to prove correct functionality.
- Network Designing, Site Activation, Resolution of different severity level tickets, deactivation of the devices and circuits.
Preferred candidate profile:
- CCNA Global certificate or training
- Hands on experience in firewall
- Knowledge of BGP, MPLS, SDWAN (Viptela, Silverpeak), Wireless (Cradlepoint), Fortigate devices, Nokia devices.
- ISP Site installation, TTU (test and turn up) and Network troubleshooting. CCNP/CCNA (or similar level of knowledge in networking) Knowledge on SDWAN Products. Understanding and Experience on LAN/WAN/WLAN/BGP/MPLS/OSPF/EIGRP/VPN Good troubleshooting Skills
