Contact Center Customer Service: Technical - Developing - B-1
NEC Corporation India Pvt Ltd.
Location
Noida | India
Job description
Support Engineer – Role Summary
Ensures that incidents/Service Request/Enquiries has an identified owner and reaches resolution within the defined SLA.
Monitors and tracks the issues through the CRM process. They are the backbone of the process by making sure no incident/Service Request gets trapped or bottlenecked in any area of the process. Analyze the issues and provides the service to the customer.
Job Responsibilities This section details the operational activities that should be performed by individuals:
- Provide support and understand customer needs, map workflow processes, and analyze technical requirements/GAP, competition offerings.
- Analyses technical problems which are reported via e-mails/calls/chats by end users and customers.
- Provide support to stakeholders/Clients to manage and propose 1st level of solutions from business perspective to meet customer requirements.
- Provide ongoing support to customers and to ensure resolution of application problems being faced.
- Management of all Service Request / incident through a proper process.
- Assesses stalled issues and takes appropriate action to move them through the process.
- Tracks cases to ensure timely response (in accordance with Service Level objectives and Operational Level Objectives)
- Responsible and accountable for ensuring contributions towards the Total Customer Experience are met.
- Provides communication to the end user on the progress and status of the issues 'as needed'.
- Ensures the status, progress, and history of the Incident / Service Request is up to date and correct for incidents that are not formally escalated and it should be maintained in the CRM regularly.
- Monitors the incidents and keep proper updates from the senior team and other stakeholders on regular basis for the resolution of issues.
- Meet Quality Assurance Requirements and other key performance metrics.
- Work with internal and external technical and service teams to create and/or update knowledge base articles with new problem solutions.
- Monitors and ensures the stability of the network/hardware infrastructure.
Skills, Knowledge - Linux basic knowledge required to maintain and develop all Linux infrastructure uptime services.
- Analyzes and resolves problems associated with the linux operating system's servers, hardware, applications, and software.
- Knowledge about REST API.
- Knowledge on curl command line tool.
- Proficiency in written and spoken English.
- Strong interpersonal skills, including strong verbal, written communication skills and excellent listening skills are required.
- Good analytical skills.
- Drive and 'can-do' attitude, pro-activeness.
- Organized and methodological.
- Corporate policy awareness.
- Ability to deal with stress of competing priorities.
- Able to work in 24*7 environment
- Effective meeting management, team management and organizational skills.
- Ability to work in rotational shifts.
- Voice Call, Chat and email handling skills.
- Required proficient knowledge of MS Office(Excel,Word etc.)
- Must have the ability to troubleshoot network monitoring problems effectively in a network/infra monitoring environment.
- Computer software programs (e.g., spreadsheet, word processing, Computer Toll Analysis Program, Microsoft Works, Designer Graphics, etc.).
- Must have experience in computerized data entry utilizing word processing software.
- At least 1-3(Max) year of experience in Software development/Support.
- MCSE/MCP /ITIL Certified Professional will be preferred.
Specialization Description Contact Center Customer Service: Technical provides post-sale technical customer service to business or end-consumer customers via phone, online chat, or text including:
- Responding to a high volume of low complexity technical inquiries (e.g., equipment or software installation/activation/troubleshooting, providing technical product specifications and information on compatibility with other products, etc.)
- Providing responses to customer inquiries based on pre-determined scripts and other response guidance tools
- Recommending alternative products or services (e.g., warranties) as part of customer issue resolution This position is not compensated based on achievement of sales targets. Work Environment: Typically located in a call center environment Specialization Match Note: Incumbents matching to this specialization are typically considered tier-one support. Incumbents who provide tier-two support should be matched to Field Service Engineering. For tier-three support please consider matching to Technical Support Engineering (High Tech).
Level Description Entry to developing level professional with little or no prior experience required. Applies a broad theoretical job knowledge typically obtained through advanced education. Work is closely supervised. Works to deliver day-to-day objectives with limited impact on achievement of results for the job area. Explains facts, policies and practices related to job area. Problems faced are not typically difficult or complex.
Level Description Entry to developing level professional with little or no prior experience required. Applies a broad theoretical job knowledge typically obtained through advanced education. Work is closely supervised. Works to deliver day-to-day objectives with limited impact on achievement of results for the job area. Explains facts, policies and practices related to job area. Problems faced are not typically difficult or complex.
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