Technical Support Representative

Location

Pune | India

Job description

Job Posting Title : Technical Support Representative

JOB DESCRIPTION:

• Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Interpersonal skills, technical product knowledge and expertise are critical to responding to daily customer-centric activities. Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action. Document customer information and recurring technical issues to support product quality programs and product development. Escalate requests, as needed, in a timely fashion and to the correct product team. Manage work queues within Service Cloud to comply with Service Level commitments. Provide functional and technical guidance to customers on new enhancements, modules, and features. Advise customers about available service(s) and assess customer needs. Utilize and enhance Knowledge Management System. Build formal and informal relationships with customers and internal team members such as sales, development, analyst, etc.

IS IT IN YOU

• Experience using or supporting an ERP/MRP system is a must.
• Minimum of 3 years of previous technical support service experience within a highly technical environment or a bachelor's degree in a STEM major (Science, Technology, Engineering or Mathematics)
• Previous Manufacturing experience (Production, Process Engineering, Quality, Subcontract, Tooling) preferred.
• Previous Logistics (Shipping, Quoting, Purchasing, Receiving, Sales and CRM), Planning, Scheduling, and Manufacturing (Production, Process Engineering, Quality, Subcontract, Tooling) experience/knowledge preferred.
• SQL experience/knowledge a plus
• Proficient English language communication skills (written and verbal)
• Experience using or supporting an ERP/MRP system preferred.
• Demonstrated experience troubleshooting customer escalations within a ticketing-based workflow, while achieving SLA requirements
• Proficiency in MS Office, with an emphasis on Excel
• Willing to work in a rotational shift including non-standard hours, depending on business needs.

Job tags

Salary