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, 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