Associate Support Engineer
Noida, UP, IN, 201305
Job Title: Associate Support Engineer
Organization Name: NEC Corporation India pvt. Ltd.
Reporting Relationship: Project Manager
Role Summary:
We are seeking a highly motivated Service Engineer to provide exceptional technical support and customer service to our clients. The ideal candidate will be responsible for managing incidents and service requests, ensuring timely resolutions within defined Service Level Agreements (SLA), and maintaining a high level of customer satisfaction.
Key Responsibilities:
- Serve as the primary point of contact for all incidents, service requests, and inquiries, ensuring each has a designated owner and is resolved within the SLA.
- Monitor, track, and manage issues through the CRM process, ensuring no incidents get bottlenecked and are resolved efficiently.
- Provide support by understanding customer needs, mapping workflow processes, and analyzing technical requirements or gaps.
- Analyze technical problems reported by end users via email, calls, or chat, and provide the first level of business perspective solutions.
- Ensure continuous support to clients and stakeholders, proposing resolutions and managing customer expectations.
- Track all cases to ensure timely responses, maintaining updates on incident status, progress, and history in the CRM.
- Monitor ongoing service requests and incidents, ensuring timely communication to end users.
- Collaborate with senior teams and stakeholders to resolve escalated issues and monitor the status of incidents.
- Ensure contributions towards the overall Total Customer Experience are met and maintain a high standard of service quality.
- Create and update knowledge base articles to document solutions for recurring issues.
- Ensure stability of the network and hardware infrastructure by monitoring and troubleshooting when necessary.
Skills, Knowledge, and Experience:
- ITIL Knowledge: Case management, ticketing tool lifecycle experience.
- Technical Tools: Proficiency in MS Office (Excel, Word), and experience with computerized data entry and network monitoring tools.
- Strong analytical skills and attention to detail.
- Customer Service: Experience managing service requests and incidents, meeting quality assurance requirements and performance metrics.
- Certifications: Any ITIL and Automation certified professionals will be preferred.
- Availability: Ability to work in a 24/7 environment and in rotational shifts.
Specialization Description
Remote Help Desk Support provides real-time support via phone/chat/email to employee end users including:
- Responding to, researching, diagnosing, and resolving problems through real-time discussions/chat with users
- Typically resolving less complex problems immediately, escalating more complex problems to senior level support
- Referencing problem management database and help desk systems
Level Description
An experienced support level position that requires a basic knowledge of a given job area and tools, typically seen through work experience as well as vocational or technical training. Works under moderate supervision. Problems are typically of a routine nature, but may at times require interpretation or deviation from standard procedures. Communicates information that requires some explanation or interpretation to achieve business results for a given area of a department or function.