• Walkin interview in Hyderabad - TSE - Technical Support Engineer | 23765004

Smartdrive Systems India Pvt Ltd.

    Walkin Interview

  • 12th Oct 2019
  • 10 AM

Job Description

Key Responsibilities The Technical Support Engineer handles difficult cases that have been escalated by department specialists without resolution Manage technical escalations for other TSE members, provide status updates and drive them to successful resolution Assess and report Production issues, attends triage to discuss customer impact and status and reports back to the TS team This includes communication of customer impact to all internal customer facing teams Development and document support process (SOPS) Includes developing support requirements with Product Management and Engineering Responsible for Support Member Training Serves as the department's technical advisor to management and represents the team at cross-functional meetings and discussions Provide On-The-Job (OJT) training to newly hired TSEs, as well as ongoing training and coaching Primary escalation point-crisis management for issues reported by TSEs, customers account management, and the sales team Continuously improves customer service, productivity, process improvement Confers with the Department Manager daily to clarify priorities, processes, and assignments, and to discuss any issues with productivity During Peak periods or as part of crisis management, provide technical support via phone and email for SmartDrive Systems products answer technical inquiries, diagnose reported problems or configuration issues, recommend possible solutions and follow issue through to successful resolution Document all technical enquiries and customer-reported problems in the customer tracking system, including the nature of the enquiry, and the resolution recommended Adhere to company policies and procedures regarding customer handling processes, service entitlement verification and problem escalation Perform special projects and duties as assigned Able to work in a competitive environment and meet the KPIs (Productivity, Quality, FCR, Customer Satisfaction etc) Work independently or as part of a team and follow through on daily tasks and guide the team Take full ownership and control of an issue without supervision and as per the timelines, to develop and maintain excellent relationships with all of our customers and partners, and to help in continuously improving the support service to maintain a high level of customer satisfaction

Profile Summary

Walk in Date:12th Oct 2019

Walk in Deadline:12th Oct 2019

VenueLocation: SmartDrive Systems 4th Floor, Lifestyle Building, Begumpet Hyderabad (view on Map)

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