Service Engineer
Noida, UP, IN, 201305
Reporting Relationship: Associate Manager
Role Summary: The purpose of this role is to provide Service Desk 1st level Technical Support for Incident and Service Request resolution to the customers within agreed service levels whilst achieving high customer service and quality standards.
Responsibilities:
- Ensuring the best customer experience by always providing superior level of customer service and maximum availability
- Log all incidents, service requests and problems, accurately following the practices defined for each process, including updates to existing tickets
- Diagnose, prioritize, troubleshoot and resolve incidents where possible, or escalate where necessary, within Service Levels, following pre-defined processes accurately in an ITIL environment
- Timely and accurate documentation of work performed, to the standard required and using the systems, processes and/or methods specified.
- Proactively develop knowledge articles to improve the resolution process and increase customer satisfaction in line with continual service improvement strategies
- Run queries, test APIs, and verify data to ensure system integrity and proper troubleshooting.
- Retrieve and analyse logs to identify and resolve service-level issues.
Prerequisites:
- Any Graduate with 1+ years of experience.
- Meet or exceed all internal KPIs.
- Maintain technical and product knowledge and expertise, through research and self-development to ensure support remains efficient, effective and relevant to the business needs of the customer.
- Ability to effectively communicate and build relationships with customers.
- Provide a high level of technical and operational support to customers, both external and internal.
- Excellent and Effective verbal and written communication skills in English Language.
- Ability to work effectively in a team environment Pleasant, professional, and courteous personality skills.
Base Location: - Noida, but flexible to Travel.
Specialization Description
Contact Center Customer Service: Technical provides post-sale technical customer service to business or end-consumer customers via phone, online chat, or text including:
- Responding to a high volume of low complexity technical inquiries (e.g., equipment or software installation/activation/troubleshooting, providing technical product specifications & information on compatibility with other products, etc.)
- Providing responses to customer inquiries based on pre-determined scripts and other response guidance tools
- Recommending alternative products or services (e.g., warranties) as part of customer issue resolutionThis position is not compensated based on achievement of sales targets. Work Environment: Typically located in a call center environmentSpecialization Match Note: Incumbents matching to this specialization are typically considered tier-one support. Incumbents who provide tier-two support should be matched to Field Service Engineering. For tier-three support please consider matching to Technical Support Engineering (High Tech).
Level Description
Senior support level position requiring a broad knowledge of operational procedures and tools typically obtained through extensive work experience though may require vocational or technical training. Typically works under limited supervision for routine situations whilst providing assistance and training to lower level employees. Generally works on tasks/problems that are not routine and requires analysis to understand. Provides assistance and training to lower level employees.
Headquartered in Japan, NEC is a leader in the integration of IT and network technologies. With over 123 years of expertise in providing solutions for empowering people, businesses, and society, NEC stands tall as a champion in enabling change and transformation across the globe. Present in India since 1950, NEC has been instrumental in burgeoning India’s digitization journey continually for the past 70 years.
NEC India has proved its commitment to orchestrating a bright future through its diverse businesses from Telecommunications to Public Safety, Logistics, Transportation, Retail, Finance, Unified Communication and IT platforms, serving across the public and private sectors. NEC India, through the deployment of cutting-edge technology, has been powering India in seminal ways, making lives easier, safer, and more productive for all.
With its Centre of Excellence for verticals like Analytics platform solutions, Big Data, Biometrics, Mobile and Retail, NEC India brings to the table, innovative, seamless solutions for India and across the world.
NEC India is headquartered in New Delhi and has its offices panned across the country. It has branches in Ahmedabad, Bengaluru, Chennai, Mumbai, Noida and Surat.
Specialties:
IT & Networking Solutions, Unified Communication Solutions, Safety and Security Solutions, Integrated Retail Solutions, Data Centre Solutions, Safe and Smart City Solutions, Transportation Solutions, SDN Solutions, Carrier Telecom Solutions, and Solutions for Society.
