Found Description
Experience: 5-12 Years
Work Location: Chennai
- Provide remote technical assistance and design consultation.
- Perform log/failure analysis across a variety of equipment looking for a specific set of failures and addressing those as they arise.
- Keeping records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
- Use multiple applications to manage cases, document and troubleshoot.
- Interact with customers for new/existing cases to capture all the information needed to properly identify and resolve cases & enter all relevant data and updates into the ticketing system.
- Monitor open tickets for new communication or action requirements.
- Engage and assist field engineers with hardware replacement procedure.
- Escalate cases according to severity or type based on internal procedures.
- Cont...