Technical Support Engineer-Face To Face Interview

Role & responsibilities

Deliver First Call Resolution by handling customer requests and resolving customers technical

and non-technical issues as often as possible during the first contact for assigned products.

• Provide a professional & competent standard of phone and online support (Chat) for Global

customers.

• Accurately document all customer interactions in a case tracking database. Content to be logged

in full written English.

• Communicate and articulate clearly with the customer (in both verbal and written

communication).

• Call back customers waiting for follow-up in the agreed timeframe.
• Demonstrate ownership and willingness to resolve issues in a timely manner.
• Ability to assess customer sentiment at all stages during the communication, to take the lead in

escalating an issue on behalf of the customer and to arrange for a supervisor to mediate in the

interaction if deemed necessary by you or if requested by the customer.

• Manages all customer communication with the appropriate level of etiquette, timeliness, and

professionalism, whilst working towards achieving agreed operational targets. Understanding of

escalation handling procedures.

• Understand the issues business impact and prioritize and accordingly put effort to ensure a

time response and resolution for the customer.

• Resolve known customer issues using a knowledgebase, direct use of product and operating

systems, product user guides, and other reference materials.

• Resolve undocumented customer issues through advanced problem solving.
• Obtain general understanding of OS and application operations related to product usage,

understanding of database applications, web server technologies & SaaS technologies.

Experience with APIs, BI/Reporting & Salesforce working knowledge.

• Report top call generators, severe issues, new emerging trends, feature requests and common

how-to questions to the SME/designated contacts so that trend can be analyzed, and feedback

is given out to relevant stakeholders.

• Provide status updates and relevant information to support teams and customers within the

specified SLAs, should also adhere to the time in tier matrix.

• Should forward any issues/escalations to next level of support for further resolution.

• Provision of Customer Services escalation support to key Enterprise customers, leveraging

appropriate internal and external resources to bring cases to closure.

• Responsible for following established processes and policies in all customer interactions and

escalations.

• Accountable for personal achievement against performance targets including case resolution

and turnaround time, open case ageing, first contact resolution rate, and case quality and

customer satisfaction.

• Participation in Business Intelligence processes including taking an active role in Knowledgebase

document creation, blog creation, responding to forum posts, incident case notes logging and

recording, bug logging etc.

• Responsible for ongoing knowledge and skills development and for identifying developmental

needs and addressing knowledge gaps.

• Should be open to work in a 24X7 environment with willingness to cater to any geography.

Preferred candidate profile

Face to Face candidates Only

Contact person :Nijanthan R-9629452809

nijanthan_r@trigent.com