ESSENTIAL FUNCTIONS AND BASIC DUTIES
- Assists customers by providing support and troubleshooting of all product, services and solutions
- Research, respond and resolving various customer inquiries received via telephone, e-mail, voice-mail and ticketing system in a timely manner
- Learn basic knowledge of company products, their technical requirements and modes/methods of operation – as per the product matrix.
- Communicate with end user at their level of expertise to solve problems via ticketing system, telephone, remote pc applications and/or e-mail
- Maintain a high standard of customer satisfaction while following policies, procedures, and warranties
- Manage coordination of Technical Service Case Management processes using global ERP system
- Review existing procedures (Work Instructions) to ensure compliance with current practice and Quality System
- Collaborate with global support team members to ensure that customer issues are resolved appropriately. Provide necessary guidance and recommendations to the internal customers to avoid technical issues
- Log and track support calls in the designated ERP and ticketing system(s), prioritize and escalate jobs as required to ensure customer satisfaction
- Brief customers on the status of current resolution efforts and attend daily/weekly meetings as requested or required
- Access software updates, drivers, knowledge bases, and FAQ’s resources on the Intranet/Ticketing system to assist with end users issues.
- Attend regular product training offered by the Technical Service Specialist to effectively support products, services and solutions as directed by our business needs.
- Complete special projects assigned by the Global Support Team.
- Order Support
- Purchase Order/Contract review; order qualification; post sales follow up; customer and program engagement; coordination with Sales, Program Management, other Support Services teams and Supply Chain
- Field inbound communication regarding customer inquiries and orders
- Collaborate with Supply Chain/Inventory, Programming, Shipping, and Finance departments to ensure on time deliveries and consistent customer communication
- Other tasks as assigned.
ESSENTIAL KNOWLEDGE & SKILLS:
- Associates Degree in related discipline and minimum 3 years customer service experience.
- Our organisation. is a 24x7 service provider. Individual must have the ability to work holidays and a flexible schedule.
- Be organized with a strong sense of urgency.
- Adhere to established guidelines and procedures.
- Demonstrate high standards of quality and accuracy.
- Experience in technical troubleshooting and problem-solving
- Customer service experience in a technical support position
- Extensive computer experience with Windows-based systems and software
- Knowledge and/or use of Internet Protocols
- Excellent interpersonal and communication skills and the ability to work effectively with a wide range of individuals in a diverse environment