Job Description

Designation: Senior Associate - Response Center (International Semi - Voice Process) \xef\x82\xb7 Work Location: Bangalore \xef\x82\xb7 Shift: Rotational Shifts \xef\x82\xb7 Working days: 5 days \xef\x82\xb7 Week Off: 2 days JOB DESCRIPTION \xef\x82\xb7 Represents Solid Systems Global in a positive and professional manner in achieving company goal \xef\x82\xb7 Demonstrates a thorough understanding of Entitlement and Under-entitlement pertaining to service contracts and coverage levels \xef\x82\xb7 Includes Fix First, Approved Fix First, No Fix First, SLA\xe2\x80\x99s, T & M, the Five Rules of Entitlement, uplift requests and out of scope (OOS) concepts \xef\x82\xb7 Demonstrates thorough knowledge of ticketing system and expertly performs the tasks of ticket opening, updating, closing, and escalating, among other tasks \xef\x82\xb7 Telephones the customer within 15 minutes of an electronically generated service call acknowledging receipt of the call and requesting appropriate error logs \xef\x82\xb7 Provides timely, accurate, thorough and unambiguous updates to the ticketing system \xef\x82\xb7 Thoroughly understands the four primary pillars of a service event and is always keeping each party updated with all information that is appropriate for their role in a service event i.e. Customers/end-users, backline support, field support and parts provider \xef\x82\xb7 Thorough knowledge of the phone system, including call transferring, calling internationally and conferencing, among other phone skills \xef\x82\xb7 Dispatches Field Engineer and coordinates and communicates arrival times with customer \xef\x82\xb7 Performs basic triage and solve basic technical issues \xef\x82\xb7 Assigns complex technical issues to engineering team for triage and resolution \xef\x82\xb7 Recognizes situations requiring a service call Escalation and invoke proper Escalation procedures \xef\x82\xb7 Analyses incidents, problems and systems information to show trends and potential problem areas, so that actions can be taken to minimize the occurrence of incidents \xef\x82\xb7 Identifies areas of improvement and assists in creating and implementing best practices \xef\x82\xb7 Ensures that support engineers are adhering to all safety guidelines and reports violations to management \xef\x82\xb7 Thoroughly understands and uses all Response Centre tools \xef\x82\xb7 Exercises good judgment and caution when recommending the use of replacement parts (especially parts with a high cost) or engaging expensive logistics resources \xef\x82\xb7 Demonstrates ability to locate replacement parts within the entire Solid Systems Global Logistics \xef\x82\xb7 Is proficient in identifying substitute or equivalent parts \xef\x82\xb7 Has a basic familiarity with the hardware products under support \xef\x82\xb7 Maintains work areas in a uncluttered, clean and organized manner; dresses professionally \xef\x82\xb7 Available to work on call shifts as needed \xef\x82\xb7 Available to work rotating shifts, covering 24 hours a day, 365 days a year \xef\x82\xb7 Willingness to work overtime as needed Qualification and Specific Skills \xef\x82\xb7 Qualification 12/Degree (If BTech, will be good) \xef\x82\xb7 Excellent customer service skills \xef\x82\xb7 Excellent verbal and written communication skills \xef\x82\xb7 Has an understanding of basic Computer & hardware components. Job Type: Full-time Salary: 918,000.00 - 920,000.00 per month Schedule:

• Evening shift
• Rotational shift

Ability to commute/relocate:

• Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Required)

Education:

• Higher Secondary(12th Pass) (Preferred)

Experience:

• total work: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Language:

• Hindi (Preferred)
• English (Preferred)

Speak with the employer
+91 9741499385