Designation: Senior TechnicalSupport

Experience: 3 - 10Years

Location:Bangalore

Roles&Responsibilities;:

- Diagnose,isolate and/or resolve Level 2 technical software and hardwareissues
- Product support, software usageassistance & operational advice
- Problemdiagnosis, root cause analysis & correctiveaction
- Escalation point for issues beingescalated from Level 1 globally
- Handle requestspresented from any customer, partner, or siteworldwide
- Answer calls offered from an ACDrouting system and respond to email requests received, inaccordance with service level agreements, SOPs and performancemetrics
- Handle cases assigned over, due todifferences in time zones & workbalancing
- Create and update case records,detail actions taken, problem identification, and resolutions;including follow-ups and scheduled callbacks to customers, wherenecessary
- Identify and escalate priority issuesappropriately




- Generate Out of Productionnotifications
- Continuously transfer knowledgeby reviewing escalated cases with Level 1
- Enterall daily activities and time utilization intoCRM
- Assign productlicenses
- Process service generatedRMAs
- Obtain, review and approve Project“Hand-over” information required by CTS to supportcustomers/partners, in accordance withSOPs
- Perform all required tasks in a timely,skilled manner and within service levelobjectives
- Provide responsive and effectivesolutions
- Interact effectively and coordinateappropriate resources to resolve issues, satisfy and retaincustomers
- Participate in a department on-callrotation for 24x7x365 Enterprisesupport

📌 Senior Technical Support Engineer- I (Bengaluru)
🏢 Dover India
📍 Bengaluru