Technical Customer Care Executive
- Bizmatics India
- 2 - 3 years
- Mumbai
- 2 months ago
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Job Description
Company
Here at Harris, we have 5 different business verticals, Public Sector, Healthcare, Utilities, Insurance and Private sector, with over 12,000 employees and more than 100,000 customers located in 200 countries around the globe. We need your help to keep growing and we hope you can become an integral part of the Harris family.
Job Summary:
We are looking for a Technical Customer Care Representative to be our primary point of contact in a 24X7 department, helping our customers and being the voice of the customer internally.
The nature of the support is related to technical service requests, requests for information, and incident control and communication whether due to a software defect or an error in the service. This energetic individual will be the primary point of customer contact for our international customers, service technical customer requests, and provide exceptional service.
Primary Functions:
- Quickly become a technical Subject Matter Expert (SME) on the suite of products
- Acknowledge customer issues promptly, process correspondence, and undertake telephone duties
- Reproduce customer issues, determine workarounds and escalate to tier 2/3 Support as necessary
- Respond to customer functionality questions and provide informal training
- Gather supporting data from multiple sources to aid in determining incident Root Cause Analysis (RCA)
- Drive support queries and tickets to resolution and provide updates internally and externally
- Engage appropriate cross functional team members (engineers, QA, Operations) with action items
- Ensure all work is dealt with accurately and followed up daily
- Create accurate daily shift handoff reports
- Communicate often with customers daily updates for all incidents
- Create metrics reports, presentations, and training materials as requested
- Cover other team areas or duties as required
Minimum Qualifications:
- Bachelors Degree in Computer Science, Mathematics, Physics or other technical discipline preferred
- 2 to 3 years of experience in a support role for managed applications
- An intermediate understanding of web application architecture
- An analytical mind with a desire to investigate and learn
- Excellent verbal, written, and oral skills including ability to present complex information
- Ability to understand technical concepts
- Ability to manage time effectively and consistently meet deadlines
- Ability to review and understand process flow analysis and methodology
- Must be organized and methodical in approach to workload
- Ability to establish rapport with customers .
- Ability to multitask on several issues
- Ability to communicate openly and contribute in a team environment
- A team player with a positive attitude and a willingness to do whatever is needed, in a sometimes fast changing environment, to achieve project goals and requirements
- Proficient with Microsoft Office Suite; primarily Outlook, Word, Power Point, and Excel
- Ability to script solutions in one or more scripting languages, e.g. PowerShell, Python, BASH are a plus
Soft/ Behavior Skills:
- Good Communication and Collaboration.
- Strong ARO
- Customer Management
Interested candidate can share their CVs at ms*****3@ha***********r.com
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: Bizmatics India-HarrisLocation(s): Mumbai
Keyskills: Application Management SQL Powershell Python
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