Technical Support Specialist

V3 Staffing Solutions
  • Pune
  • Confidential
  • 1-4 years
  • Views
  • 13 Jun 2018

  • IT/ Information Technology

  • BPO/ ITES/ Call Centers
Job Description

Job Objective / Purpose Provide First Level of Technical / Technical Support to technician / dealers over the Phone Experience Technical / Customer Support experience from 1-3 years in technical troubleshooting, relevant exposure to installation and technical trouble shooting with Fire Panel and Products (devices) would be an advantage. Voice and Phone Support Experience is a must. (Especially North America region) Duties and responsibilities Provide Technical, Installation Support via phone as per the queues and customer needs. Understand the common problems faced in Panel Installations and / or Products and ensure accurate issue resolution to customers backed with complete documentation. Understands basic issues related to the panel and fire environment in order to effectively assist the field technician on site. Develop skills on problem analysis and resolving technical issues using it as learning while troubleshooting support cases real-time. This also includes the correct usage of knowledgebase articles. Contributes to new procedures and updates as and when needed. Works closely with Level 2 Engineers to duplicate the issues (in lab) and solve complex issues for field technicians to provide them with all-in-one support and solution experience. Adherence to specific day-to-day work instructions: case management in Salesforce, reporting, meeting the SLAs and FCR (First Call Resolution) targets specified by the Sr. Manager. KNOWLEDGE: Technical - Good overall knowledge of related Electronic Products. - Basic Level of Proficiency in Microsoft Office Excel 2007, Outlook 2007. Aptitude - Strong Customer Service Expertise. - Good Interpersonal and Problem solving skills. Soft - Ability to work independently and / or in a team environment. - Ability to work in shifts: Noon / Evening / Night. (as of now 5.30 PM 2.30 AM) - Excellent Communication Skills Verbal & Written. Females preferably

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V3 Staffing Solutions