Senior Technical Support Engineer- I

Dover-Corporation; Bengaluru; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Dover Corporation in Bengaluru seeks a Senior Technical Support specialist to diagnose and resolve Level 2 software and hardware issues for a global customer base. You will provide product usage guidance and operational advice, escalate complex cases, and document resolutions with care.

Join a 24,000-strong team delivering enterprise software, equipment and services while maintaining service levels and collaborating across time zones.

Qualifications

• Diagnose and resolve Level 2 software and hardware issues.
• Provide product support, usage guidance and operational advice.
• Escalate issues from Level 1 while meeting SLAs.
• Document case actions, identifications and resolutions clearly.

Responsibilities

• Diagnose, isolate and resolve Level 2 software/hardware issues for global customers.
• Provide timely product usage guidance and operational advice to customers.
• Escalate to appropriate teams when needed and track progress.
• Create, update and close case records with detailed actions taken.

Skills

Tech Support

Root Cause Analysis

Customer Service

ACD Routing

Tools

CRM Software

Job description

Dover is a diversified global manufacturer with annual revenue of over $8 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Clean Energy & Fueling, Imaging & Identification, Pumps & Process Solutions and Climate & Sustainable Technologies. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under \"DOV.\" Additional information is available at dovercorporation.com.Designation: Senior Technical SupportExperience: 3 - 10 YearsLocation: BangaloreRoles & Responsibilities:Diagnose, isolate and/or resolve Level 2 technical software and hardware issuesProduct support, software usage assistance & operational adviceProblem diagnosis, root cause analysis & corrective actionEscalation point for issues being escalated from Level 1 globallyHandle requests presented from any customer, partner, or site worldwideAnswer calls offered from an ACD routing system and respond to email requests received, in accordance with service level agreements, SOPs and performance metricsHandle cases assigned over, due to differences in time zones & work balancingCreate and update case records, detail actions taken, problem identification, and resolutions; including follow-ups and scheduled callbacks to customers, where necessaryIdentify and escalate priority issues appropriatelyGenerate Out of Production notificationsContinuously transfer knowledge by reviewing escalated cases with Level 1Enter all daily activities and time utilization into CRMAssign product licensesProcess service generated RMAsObtain, review and approve Project “Hand-over” information required by CTS to support customers/partners, in accordance with SOPsPerform all required tasks in a timely, professional manner and within service level objectivesProvide responsive and effective solutionsInteract effectively and coordinate appropriate resources to resolve issues, satisfy and retain customersParticipate in a department on-call rotation for 24x7x365 Enterprise supportAll qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.Fraudulent Recruiting Disclaimer: Dover Corporation and our affiliated operating companies want to alert applicants to internet job posting fraud, where parties posing as Dover employees, recruiters, or other agents, try to engage with online candidates in an attempt to steal personal and/or financial information. We do not endorse or engage in any recruitment practices that involve payment or personal information outside of our official application and hiring process. Please verify the authenticity of an invitation to apply for a job, or for a job offer by contacting us directly through our Dover and affiliated operating company websites at https://careers.dovercorporation.com/ . To learn how you can protect yourself, review our Recruitment Fraud Notice on our careers site.