Customer Service - Tier 3
Kramer Electronics
Noida, UP, IN
3d ago

JD : Customer Service – Tier 3

For our Tier 3 customer service team in India, we are looking for committed, friendly and technology-enthusiastic reinforcement. If you enjoy dealing with people, solve problems, highly motivated and a real team player, then this position is just right for you!

Responsibilities

  • Escalation point for the customer service teams for issues that are unable to be resolved by Tier 1 and Tier 2 for our PRO AV collaboration products and solutions
  • Diagnosing and troubleshooting customer issues and identifying proper solutions
  • Build setups and simulations to re-create customer problems
  • Working with R&D and product department on escalated and unresolved issues until a successful resolution has been achieved
  • Updating the service requests in the Service Portal system on a daily basis
  • Document technical knowledge in the form of notes and manuals
  • Provide training to customers, Tier 1 and Tier 2 
  • Prioritize and manage several open issues at one time in multi-task environment

Professional qualifications

  • BE/B.Tech
  • 5-6 Years of experience in technical support for complex systems combine software, computer networks and hardware
  • Experience with several different operating systems: Unix- based, Windows platforms, Linux
  • Ability to understand and analyze complicated, multidisciplinary systems
  • Proven experience in networking and networking debugging tools
  • Very good English language skills - spoken and written (including technical writing)
  • Experience working for an international organization – An advantage
  • Experience working with CRM & ERP systems - An advantage

 

Personal qualifications

  • Excellent communication skills
  • Exceptional listening and questioning skills
  • Excellent customer facing skills; Support oriented
  • Strong drive, enthusiasm, independent and self-learning capabilities

 

 

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