• Technical Support Engineer

Industry IT
Location Karnataka Bangalore
Experience Range 1 - 3 Years
Qualification BE

Functional IT Software - Client Server
Job Description
About Us
“Magna Infotech, now Quess IT Staffing, is India’s largest IT staffing company with over 20 years of experience in staffing IT professionals in 300+ companies across levels and skillsets. Our 10,000+ associates deployed in 80+ cities and towns are proficient in over 500 technological skills. Our associates help enable cutting edge solutions some of the biggest names across industried. Quess IT Staffing is a division of Quess Corp Limited, India’s leading business services provider and largest domestic private sector employer. Quess Corp Limited is - ‘A Great Place to Work’ certified – a testament to our excellent culture, people, and processes.”
About Company
Roles and Responsibility

·         Provide customer assistance and support primarily via phone, email and Chat for technical and customer account queries/issues to our expected KPI’s. Focus efforts to meet or exceed defined performance criteria

·         Assist customers in sourcing self-service options on VMware and Workspace One support portal

·         Communicate effectively in a clear and concise manner

·         Enter & Maintain accurate issue description and detailed updates within our CRM system

·         Reproducing issues in-house and responding back in a timely manner with Continual follow ups with customers along with recommendations, updates and action plans

·         Escalate issues in a timely manner according to Standard Operating Procedures

·         Provide initial remote technical troubleshooting for all the Workspace One SME’s and device platforms like iOS & Android

·         Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues

·         Create knowledge base content for internal and external use

·         Work directly with our Internal teams such as Technical Support, Quality Analysts, Sales and IT teams to resolve customer issues/queries as required ensuring continued maintenance of accurate customer and contact information

·         Analyze, manage and track the Product enhancement requested using JIRA portal and provide time updates and communication to stakeholders, as and when the products are made available leveraging the tool and with frequent engagement with R&D, Release readiness and Product Management teams

·         Review reports, logs to ensure any issues are logged, tracked and resolved in a timely manner

·         Resolve any customer account and Licensing issues through diligent research, reproduction and troubleshooting when required

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