Technical Support Engineer and Customer Support Engineer

About Company:

Net Connect was incorporated in the year 1997 in Bangalore. Since then, Net Connect has grown over the years, catering to over 100 businesses across the sub-continent. Net Connect with its Software Development practice provides Offshore Software Development Services & Solutions with their vast experience in delivering excellent and cost effective solution to the clients across the globe. One of their core capabilities is creating user- friendly analytical models to help our clients develop and implement strategic initiatives.

Website: www.netconnectglobal.com

Profile Offered:

1. Technical Support Engineer
2. Customer Support Engineer

Profile 1: Technical Support Engineer

Job Responsibility:

- Knowledgeable to ask questions to determine nature of problem and log tickets in tool.
- Is a direct contact point for customers and onsite field personnel. Accuracy in entitling customers and routing to the correct team for service or dispatch is critical to meeting service level agreements.
- May be the only contact a customer has within the company and acts as a customer service ambassador and ensures a positive customer experience.
- Working from a standard protocol and utilizing documented processes to respond to customer issues. Some judgment may be used to supplement the outlined process.
- Successfully resolve simple to moderate technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.
- Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (for example more complex warranty).
- Begin to proactively assist customers to avoid or reduce problem occurrence.

Education & Experience:

- Bachelor's degree preferred
- Working knowledge of fundamental operations of Desktop/laptop, windows/linux operating system, basic understanding of network and software.
- Knowledge and experience of customer service practices

Key competencies:

- Excellent English Written and Oral Skills
- Fluency in Hindi
- Learning Skills
- Customer Service Orientation
- Problem analysis, problem-solving, adaptability & team interaction
- Willingness to work in rotation shifts

Profile 2: Customer Support Engineer 

Job Responsibility:

- Is responsible to log and dispatch cases, provide status updates and route cases appropriately to the right queue as per the defined SLA.
- Handling of misroute calls and cases
- Handling CE assist calls and routing the calls OR cases to the relevant L1/L2 teams
- Order parts wherever applicable as an exception OR as a part of customized process
- Handling of customer escalations and interacting with level 1 & level 2 teams, trade teams & partners using standard or customized processes, region resource control teams, onsite engineers, partners and logistics teams.
- Event management of cases wherever applicable for all Cases defined with specific priorities and severities
- Escalation management for customers who log cases only through access teams wherever applicable.
- Entry point for all cases and calls is through Voice, email and E-tickets l, for ESSN

Education & Experience:

- Bachelor's Degree preferred (non-Technical)
- Knowledge of Customer Service

Key competencies:

- Excellent Written and Oral Skills
- Learning Skills
- Customer Service Orientation
- Problem analysis, problem-solving, adaptability & team interaction
- Willingness to work in rotation shifts

Salary offered: 264000/- per annum 

Work Shifts: Day and Night 

Night Shift Allowance: 4000 - 5000 (Depends on performance & shift)

Transportation: Cab available

Experience: Fresher

Course Specialization: B.Tech/MBA, 2019

Job Location: Bangalore

Joining: Immediate

Interview process:
- Communication Round
- Technical Round

Interview Location: Bangalore

(Note: Interview Date and Venue will be confirmed Post registration process is over)