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