Engineer
Job Description
• Front line support to handle customer calls, cases, and emails.
• Ensure RMA requests are processed promptly and accurately.
• Triage support cases based on severity level.
• Applies documented troubleshooting steps to resolve routine issues.
• Communicate clearly and precisely with customers and stakeholders in written and verbal form and maintain accurate and timely records in CRM.
• Own and track customer issues using CRM.
• Maintain communications with customers on the progress of their cases.
• All communication should be professional, complete, well-formatted, and consistent with prior communications.
• Work with members of other departments/teams to prioritize requests.
• Meet individual case management, SLA, QA, and deliverables.
• Handling cases based on priority and utilizing time effectively.
• Ready to accept & improvise on Feedback from QA, MODs and Team Leaders
• Should adhere to processes set by leadership team and ensure 100% compliance.
• Ensure RMA requests are processed promptly and accurately.
• Triage support cases based on severity level.
• Applies documented troubleshooting steps to resolve routine issues.
• Communicate clearly and precisely with customers and stakeholders in written and verbal form and maintain accurate and timely records in CRM.
• Own and track customer issues using CRM.
• Maintain communications with customers on the progress of their cases.
• All communication should be professional, complete, well-formatted, and consistent with prior communications.
• Work with members of other departments/teams to prioritize requests.
• Meet individual case management, SLA, QA, and deliverables.
• Handling cases based on priority and utilizing time effectively.
• Ready to accept & improvise on Feedback from QA, MODs and Team Leaders
• Should adhere to processes set by leadership team and ensure 100% compliance.
Required Skills
Primary skills
- Customer service
Secondary skills
- 335
- Storage
Job overview
- Job title
- Engineer
- Reference ID
- RRF-41468
- Location
- Chennai, Tamil Nadu, India
- Experience
- 6 – 18 Months
- Qualification
- Diploma
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