Head HR & Operations at GM Infotech
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GM Infotech - Customer Support Role (1-6 yrs)
Job Description :
Role Title : Customer Support Engineer
Function : Customer Support
Reports To : Customer Support Lead/Manager
Location : Bengaluru
Mission and Scope :
- To give our Customer the best experience and quick resolution. You will be responsible for professional and timely resolution or referral of technical issues that may involve hardware, software, communications, installation, or a blend of variables.
Key Responsibilities and Outcomes (What the Person needs to accomplish in the role ?)
- Answering inbound Emails/Chats/Phone calls to the Customer Support queue during assigned hours.
- Conducting remote troubleshooting of Company's products.
- Troubleshooting, approving, and executing warranty claims.
- Providing pre-sales information about Company's products.
- Assisting with the activation of new Company's sites as needed.
- Documenting all activity in a central CRM/Help Desk software platform.
- Coordinating with Company's Engineering with tracking of field-issues, and subsequent product-modifications, logging product bugs in a central database. Assisting other team members with troubleshooting and/or administrative tasks as needed.
- Participating in ongoing training/education of industry standards and Company's product-specific information.
- Assist other team members with troubleshooting and/or administrative tasks as needed.
- Following departmental conventions and procedures.
- Professionally represent Company's via all communications mediums.
- Abiding by all company policies and standards of conduct contained in the Company's employee-manual.
- Performing other duties as assigned.
- Shift time would be Night shift.
- Support operational hours (India team) are: 6:30 am - 11:00 pm, Sun to Sat. Start and finish times for team members are adjusted to cover non-stop customer support across 7 days. The candidate must be open to working on weekends.
Minimum Qualifications :
Should be a Graduate : B.E/B.Tech
- Interpersonal skills and proven ability to build rapport and establish/keep working relationships with customers, peers, and managers.
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
