Roles
&
Responsibilities: 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