Designation: Senior Technical
Support

Experience: 3 - 10
Years

Location:
Bangalore

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,
skilled 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