Associate Support Engineer

Associate Support Engineer/ Support Engineer

Job Title: Executive- L1 Support

Organization Name: NEC Corporation India Pvt Ltd.

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 ICT customers within agreed service levels whilst achieving high customer service and quality standards.

 

Responsibilities:

• Ensuring the best customer experience by providing superior level of customer service and maximum availability at all times
• Log all incidents, service requests and problems, accurately following the practices defined for each process, including updates to existing tickets
• Diagnose, prioritise, 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

 

Prerequisites:

• Any Graduate with 0-6 months 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.

Experience Level

Mid Level