Fresher / Entry Level

Sr. Network Engineer – L2

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Designation: Sr. Network Engineer

Work Location: Chennai

Experience: 3 to 5 Years

 

Experience

  • 5 years’ work experience
  • 3+ year experience supporting enterprise customers with complex data center environments, preferably with a network technology company

Who we are looking for:

  • We are looking for a Senior Technical Support Engineer who will be responsible for helping customers diagnose and resolve complex technical issues. You will work closely with our Engineering team.
  • Your ability to successfully troubleshoot complex networking issues is the key skill necessary for this position.

What you will do:  

  • Work with the customer to troubleshoot complex hardware and software issues and replicate customer environments and network problems as needed to provide resolution.
  • Document issues and work with engineering if needed to provide fixes.
  • Provide technical expertise and guidance during testing and deployment of Client systems;
  • Manage critical customer issues and facilitate communication between customers, sales, and engineering;
  • Serve as the customer advocate for timely resolution of issues and for problem reproduction and escalation
  • Participate in new product development, customer training, and other support related activities
  • Help define and develop support processes and tools as appropriate

What you are great at:

  • Strong experience in routing protocols such as OSPF and BGP.
  • Strong knowledge of networking, understanding of packet flow, and TCP session establishment
  • Experience in configuring and troubleshooting VRRP and VRF deployments.
  • Experience in troubleshooting bandwidth, latency, and loss network performance issues
  • Basic understanding of Linux (Redhat / CentOS)
  • Experience reading and understanding packet captures with tools like tcpdump and/or Wireshark;
  • Basic understanding of WAN technologies, policy-based routing, spanning-tree, VLANs, L2 Switching technologies, IPSEC and Firewalls
  • Knowledge of LAN, WAN Technologies and SAN/NAS; experience with SaaS, IaaS (AWS, vCHS, Azure), virtualization and hypervisors including VMware vSphere, MS HyperV, or Citrix Xen

Customer Service Representative in Draper, Utah

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Designation: Customer Service Representative

Location: Draper, Utah

ONLY LOCAL CANDIDATES CAN APPLY

CSS Corp is currently hiring for customer-friendly people for a ‘Customer Service Representative’ role to support one of our world’s largest electronic products.

Pay: $14.00 per hour base pay + additional incentives + Attractive gifts and rewards for great performers + benefits

Sign-on bonus: $250 paid after completion of 90 days

The ideal candidate is someone looking for a long-term career and is eager to be a part of our growing team!

Also, regarding COVID-19: Our entire workforce is 100% remote right now and this role would start that way (equipment shipped before the first day), then potentially move to our Draper, UT sight once we’re out of quarantine. Being 100% remote requires adequate wifi speeds and a dedicated space to work from home.

Here’s what you’ll be doing:

  • Manage large amounts of inbound and outbound calls in a timely manner
  • Follow communication “scripts” when handling different topics
  • Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
  • Seize opportunities to upsell products when they arise
  • Build sustainable relationships and engage customers by taking the extra mile
  • Keep records of all conversations in our call center database in a comprehensible way
  • Regular, consistent, and punctual attendance. The business hours are Monday – Sunday with 2 days off. Variable schedule(s) from 8:00 AM to 7:00 PM.

Here’s what you’ll need to know/have:

  • High School diploma or equivalent is a must.
  • Working on and/or some kind of Customer service experience is required.
  • Proven ability to function in a self-directed environment.
  • Exceptional communication skills, both written and verbal.
  • Ability to excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success
  • Ability to think quickly, communicate positively (even when sharing bad news), work proactively, and readily embrace change
  • Ability to handle clients professionally during all interactions.
  • Sense of humor. Like a really funny one. 

Get in on all the awesome at CSS Corp!

  • CSS Corp pays a great deal of attention to the health and welfare of its associates. We provide a portfolio of benefits that cater to the well-being and medical emergencies of our associates.
  • You are eligible for Health, dental, vision, and life insurance; 2 weeks paid time off; 9 paid holidays; 401k
  • Career advance program that allows agents to take on more responsibilities that can lead to an increase in wages
  • Paid training
  • Exciting perks like game rooms, coffee, and snacks

 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Network Engineers Required for Chennai Location

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Job Profile:  Network Engineer

Location:  Chennai

Level:  L1 Engineer

EXPERIENCE:  2 – 4 years

 

Job Description:

  • Handling cases received through phone calls or web ticketing system, manage the caseload, and summarize ticket status for shift hand-off
  • Perform fault isolation steps, to include Wire Shark, flow basics, and firewall status; repeat procedures as needed and, escalate to the Team Lead when appropriate
  • Use extensive knowledge of the OSI model and how data packets move in the network to troubleshoot wireless networks
  • Ensure proper documentation of cases
  • Troubleshoot/Diagnose all issues from the customers and driving satisfactory resolution of the issues.
  • Troubleshoot Product, Codes, and Configuration issues
  • Ensure consistent customer satisfaction
  • Interface with international customers
  • Timely handoff of cases that require technical or political escalation

 

Primary Skills:

  • Detail understanding of Basic Networking such as networking devices, OSI Layer, Networking protocols such as DHCP, DNS, HTTP, etc… is required
  • A logical understanding of packet trace, routing & switching is required
  • OSI layers – detailed understanding of each layer’s function and relevant protocols that operates at each level
  • TCP/IP – thorough understanding and clear explanation about windowing/handshake mechanism
  • Thorough understanding of IP Addressing, Subnetting, VLAN, VTP, 802.1q is required
  • A basic understanding of STP is required
  • Good troubleshooting approach (from Level 1 to 7 of OSI)
  • Ability to analyze packet captures and use tools such as Ping, Traceroute, Wireshark, etc…
  • Work from CLI, GUI, and/or CMD prompt interface to resolve customer issues
  • Use ARP tables to verify L2 and L3 mapping, MAC to IP interfaces in wireless/wireline networks
  • Should have a good understanding of Layer 2 & Layer 3 frame formats and protocols such as ARP, DHCP & OSPF
  • Should have a good understanding of the Routing Table and how a Router uses a routing table for routing decisions
  • Understanding 802.11 standards, 802.1x, PKI, VPN will be an added advantage.

 

Required Education/Experience and Competencies:

  • Knowledge of Basic Networking, VLAN, 802.1Q, Basic routing & switching
  • 1 – 2 years of IT help desk experience in a call center environment (or equivalent) is required
  • Willingness and ability to work nightshift & overtime to support customers based on business requirement
  • Telephone communication skills; remain empathetic and courteous while speaking to customers about frustrating, complicated IT problems
  • Good written communication skills; type updates to trouble tickets to include detailed troubleshooting comments and details; must demonstrate close attention to detail
  • CCNA or equivalent certifications are desired

Technical Support Engineer

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  • Position                : Technical Support Engineer
  • Shift                       :  US Time Zones (Night Shifts)
  • Experience          : Fresher’s and Candidates with minimum experience of 6 months and above with proper supporting documents in any role can apply
  • Job Location       : Ambit IT Park, Ambattur, Chennai
  • Experience          : 0-5 Years

 

We are on the lookout for:

Experienced candidates who have completed their course of study in / prior to 2019 with no backlogs. Undergraduates, Post-graduates, Diploma (10 +3) (year of passing 2019 and prior) who have a minimum work experience of 6 months & above.

This also includes engineering graduates / arts & science graduates with a flair towards Networking /ISP/OS installation.

Fresher’s – 2020 passed out students who have completed their final exams and got the results can also apply.

 

Tech-Skills: Fundamentals of Networking, Computer Hardware, Operating Systems, ISP & Router installation.

Soft Skills: Good Communication Skills, Good Comprehension and Conversational Skills

 

Requisites:

Good at Customer Interaction and Listening Skills

A Good Team Player and willing to take initiative to resolve issues

Prior experience into handling US customers for Technical support / Customer support / Application support or International Voice would be an added advantage

 

Key Responsibilities:

Provide support for all  products via phone/ Chat/ Email.

Support services to include technical assistance, troubleshooting, product information and recommendation, assistance with placing orders, warranty replacements etc.

Presales information and consulting services i.e. form, function, and compatibility

Receive and process payments for product up sales or services such as “Out of Warranty” support

Immediate joiners & Candidates with 15 days of Notice period will be considered.

Associate Quality – Communication Coach

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Designation – Associate/Senior Associate – Communication Coach

Years of Experience – 1 to 10 years

Work Location – Chennai (Ambit & Perungalathur)/Bangalore(Whitefield)/Hyderabad

Job Description:

  • Graduation in any respect
  • Excellent Communication Skills (Written & Verbal)
  • Knowledge about Voice & Accent and Grammar
  • Strong knowledge of customer care processes and techniques
  • Call quality/ transactional monitoring experience
  • Experience in Coaching/Training Delivery
  • Objection Handling Skills
  • Good understanding of how the Support industry works
  • Should possess good knowledge in creating reports
  • Should have a minimum experience of 1-4 years in Soft Skills Quality
  • Collaboration and teamwork
  • Grasping complex issues and driving effective problem solving
  • Strong analytical and problem-solving skills
  • Should be open to work in any shift

Customer Support – Any Graduate Freshers

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Designation: Customer Support

Experience: Freshers (Any Graduate)

Location: Chennai, India

 

Desired Profile

  • Excellent Communication – for voice, email, chat support
  • Should be able to communicate effectively
  • Should possess good telephone and email etiquette
  • Must be a graduate
  • Should be willing to work in US, UK time zones (24/7 environment including rotational night shifts)
  • Must have good customer handling skills with the ability to learn networking concepts

Role

  • The Customer support representative will be responsible for identifying the issue with the customers and routing them to the available engineer, when necessary. They will create, manage tickets for the issues that the customer contacts. They will act as the first point of contact before the customer reached the TAC. Their job will also involve the creation of licenses and support accounts for clients worldwide.
  • The team will also ensure customer satisfaction/experience is and stays a priority. Manage high visibility exceptions and can work with cross-functional teams to provide the best solutions

Responsibilities

  • Creation of Worldwide Return Materials Authorization
  • Ensuring all Premium Service orders are completed in a timely manner
  • Working and managing 3 Party Vendors around shipments, deliveries, and returns
  • Resolve any RMA issues from the customer or Level 1,2 & 3 Technical Centers
  • Provide tracking and Status updates on all 4-hour calls submitted to the Technical Centers
  • Updating the Siebel Database to document customer cases
  • Notification to customers product shipments
  • Escalating RMAs for additional support in a timely manner
  • Manage caseloads in a timely manner to closure<
  • Provide customers with support for return products
  • Follow all guidelines for processing RMAs for customers without contracts
  • Providing software download access to customers by processing Web Login requests
  • Providing license to customers for software updates
  • Manage high visibility exceptions and can work with cross-functional teams to provide the best solutions
  • Customer Service Representatives will work on a World Wide schedule covering 24x5x365 with a rotating schedule
  • Handle L0 cases for confirmation of hardware failure and proceed with RMAProvide L0 level technical assistance on cases to rule out hardware errors
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