- Diagnose, isolate and/or resolve Level 2 technical software and hardware issues
- Product support, software usage assistance & operational advice
- Problem diagnosis, root cause analysis & corrective action
- Escalation point for issues being escalated from Level 1 globally
- Handle requests presented from any customer, partner, or site worldwide
- Answer calls offered from an ACD routing system and respond to email requests received, in accordance with service level agreements, SOPs and performance metrics
- Handle cases assigned over, due to differences in time zones & work balancing
- Create and update case records, detail actions taken, problem identification, and resolutions; including follow-ups and scheduled callbacks to customers, where necessary
- Identify and escalate priority issues appropriately
- Generate Out of Production notifications
- Continuously transfer knowledge by reviewing escalated cases with Level 1
- Enter all daily activities and time utilization into CRM
- Assign product licenses
- Process service generated RMAs
- Obtain, review and approve Project “Hand-over” information required by CTS to support customers/partners, in accordance with SOPs
- Perform all required tasks in a timely, qualified manner and within service level objectives
- Provide responsive and effective solutions
- Interact effectively and coordinate appropriate resources to resolve issues, satisfy and retain customers
- Participate in a department on-call rotation for 24x7x365 Enterprise support
📌 Senior Technical Support Engineer- I (Bengaluru)
🏢 Dover India
📍 Bengaluru
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