Customer Assisstance Cell - Engineer
GreyOrange
0 - 2 Years
|
Confidential
|
Gurgaon
GreyOrange is a multinational technology company that designs, manufactures and deploys advanced robotics systems for automation at distribution and fulfillment centers. We combine expertise in robotics, hardware and software engineering to solve operational inefficiencies in warehouse operations at both third-party logistics vendors as well as companies with in-house logistics functions. With in-house Mechanical, Electrical, Embedded, UI/UX, Software department and quality assurance teams, GreyOrange ensures unquestioned quality of all our products.
Founded in 2011, we have grown rapidly from a two-man team and today have 650+ employees. GreyOrange is headquartered in Singapore with offices in India, Hong Kong , UAE, Germany and Japan, providing 24x7 customer support globally. Over 35% of our employees work in the state-of-the-art Research and Development centre in Gurgaon, India. Our key clients include major e-commerce players such as Flipkart, PepperFry, Jabong, Myntra logistics companies such as Kerry Logistics, Aramex, DTDC, Delhivery, Gojavas, Loggi, Nitori and Ninja Van.
Website: www.greyorange.com
Profile Offered: Customer Assisstance Cell - Engineer
Job Location: Gurgaon
Course Specialization: B.Tech/B.E. in Any Specialization
Desired Experience: 0 - 2 years
Roles and Responsibilities:
Should follow the standard pre-decided SOP to resolve and close level 0/1 issues on the first call.
Should capture all necessary data and specific details when transferring a ticket for L1/L2 support.
Should ensure TAT is met as per committed SLAs.
Should support CAC manager in ensuring least possible breakdown issues/tickets are being transferred to L2.
Should ensure tickets are being generated and relevant details are being captured for every planned or unplanned activity performed at client site.
Should ensure timely and effective action as per decided workflow basis priority and severity for each ticket
Should ensure requisite internal/external escalation basis priority, severity and expected/elapsed resolution time
Should ensure client satisfaction feedback is taken and captured for every ticket
Should prepare and deliver regular productivity and performance reports to all clients as per decided schedule basis AMC
Should ensure all relevant site specific documentation is captured and maintained in a systematic manner across all clients
Should support CAC manager in creating and monitoring reliability and stability metrics for each installation
Should support CAC manager in developing frameworks to predict potential failures based on past issues
Should Monitor proactive alerts in dashboard and ensure that the same is timely communicated and resolved through L1/L2 engineers
Education:
B.Tech/B.E.
Work Experience:
0 - 2 Years
Salary
Confidential
Industry
Manufacturing
