Technical Support Engineer
About Client: A Leading provider of data protection through Backup and Disaster Recovery.
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Position: Technical Support Engineer
Location: Chennai
Department: Customer Support
Reporting to: Support Manager
Criteria: B.E. or B.Tech or any relevant graduation with 3+ Yrs of experience in Customer service.
Technical/functional skills:
- Preferred background in backup devices or DRaaS offerings
- Preferred background with VM and/or HyperV
- Linux and Windows server administration, and network architecture.
- Proven ability to clearly identify business problems, key issues, communicate necessary decisions, facilitate problem resolution, and devise process improvements
- Previous customer service experience dealing directly with external customers
Position Brief: This position would be responsible for the successful resolution of a variety of issues that customers report.
Job Profile:
- Providing successful resolution of a variety of issues that our customers report
- Accountable for the troubleshooting, communication and tracking of all issues within our CRM tool (Salesforce).
- Good customer interactions and maintaining the highest level of professionalism
- Good Knowledge on backup devices or DRaaS offerings
- Strong Exposure aboutVM and/or Hyper
- Excellent Communication skills
Job Responsibility:
- Issue Resolution: Be accountable for the troubleshooting, communication and tracking of all issues within our CRM tool (Salesforce).
- Delight Customers: Manage customer and internal resources and expectations to drive toward issue resolution. Clearly communicate the status of the issue, and properly escalate the issue when appropriate.
- Brand Ambassador: Serve as an ambassador of the company’s brand in all customer interactions, maintaining the highest level of professionalism and delivering world class service our clients have come to expect.
- Continuous Improvement: View all customer issues as an opportunity to improve the product or process. Work as an escalation point for the customer and recommend product modifications for either a product issue, UX modification or an enhancement.
- Liaise with Ease: Participate in cross-functional teams, acting as an advocate for the client, to ensure customer needs are met through a more powerful company’s product. Interact with sales, engineering, and product development, as well as other members of Technical Support, to ensure continuity between the departments.
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Interested candidates please share your credentials with us. Please mention your complete profile
Your Total Experience in Customer Service, Three Key Deliverable Roles, your contribution, your achievement, Reportee | Reporting to, Reason for Career Move Decision | Your notice period | Your current salary | Your expectation
Pl note: Our client has a stringent reference check policy, so pls do not provide any misleading information nor do suppress any information
To apply for this job, send your resume on pmcplconsultant@gmail.com