Associate Global Support Engineer
Associate Global Support Engineer E2open Careers Twitter Widget Iframe January 3, 2019 Hyderabad India HYD Level - 4, Building No : 21, (Colruyt IT) Mind Space, Raheja ITPark Hyderabad, 500081, IND
o Take ownership of customer issues reported and see problems through to resolution
o Diagnose, investigate and identify solutions and / or alternatives to resolve customer issues
o Follow standard procedures for proper escalation of unresolved issues to appropriate cross functional teams
o Provide prompt and accurate response to customers and guide users with simple, step-by-step instructions.
o Document knowledge in the form of knowledge base tech notes and articles.
o Participate in providing training to customers as required.
o Communicate customer needs and wishes to our development and professional services team.
o Build sustainable relationships and engage customers by taking the extra mile.
o Ensure critical customer issues are addressed quickly and effectively by collaborating with Customer Success, Cloud Operations, Professional Services, and Product Development in a global environment.
o Keep records of customer interactions, recording details of inquiries, comments and complaints, as well as actions taken.
o Ensure KPIs are met consistently to achieve customer experience excellence.
o Ensure escalation and production support processes are followed.
Experience : 0 -3 years
BE, Btech (any stream).
Knowledge of SQL / PL SQL.
Shell and Batch script.
Licenses & Certifications