Designation : Customer Support Engineer

- Excellent Communication - for voice, email, chat support

- Should be able to communicate effectively

- Should possess good telephone and email etiquette

- Must be a graduate

- Should be willing to work in US, UK time zones (24/7 environment including rotational night shifts)

- Must have good customer handling skills with the ability to learn networking concepts

Role :

- The Customer support representative will be responsible for identifying the issue with the customers and routing them to the available engineer, when necessary. 

- They will create, manage tickets for the issues that the customer contacts. They will act as the first point of contact before the customer reached the TAC.

- Their job will also involve creation of licenses and support accounts to clients worldwide.

- The team will also ensure customer satisfaction/experience is and stays a priority. Manage high visibility exceptions and can work with cross-functional teams to provide best solutions

Responsibilities :

- Creation of World Wide Return Materials Authorization

- Ensuring all Premium Service orders are completed in a timely manner

- Working and managing 3 Party Vendors around shipments, deliveries and returns

- Resolve any RMA issues from the customer or Level 1,2& 3 Technical Centers

- Provide tracking and Status updates on all 4 hour calls submitted to the Technical Centers

- Updating the Siebel Database to document customer cases

- Notification to customers product shipments

- Escalating RMAs for additional support in a timely manner

- Manage caseloads in a timely manner to closure<

- Provide customers with support for return products

- Follow all guidelines for processing RMAs for customers without contracts

- Providing software download access to customers by processing Web Login requests

- Providing license to customers for software updates

- Manage high visibility exceptions and can work with cross-functional teams to provide best solutions

- Customer Service Representatives will work on a World Wide schedule covering 24x5x365 with a rotating schedule

- Handle L0 cases for confirmation of hardware failure and proceed with RMAProvide L0 level technical assistance on cases to rule out hardware errors

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