Senior Technical Support Engineer- I

Dover India; Bengaluru; On-site; INR 400,000 - 600,000; Full time

Job summary

Dover India is seeking a skilled Level 2 technical support professional to diagnose and resolve complex software and hardware issues, provide product support, and offer operational advice. The role includes handling escalations, assisting customers and partners worldwide, and contributing to 24x7 enterprise support with strong customer satisfaction focus.

Responsibilities include documenting case actions in CRM, performing root-cause analysis, and coordinating with Level 1 for knowledge transfer

Responsibilities

• Diagnose, isolate and/or resolve Level 2 technical software and hardware issues
• Product support, software usage assistance & operational advice
• Problem diagnosis, root cause analysis & corrective action
• Escalation point for issues being escalated from Level 1 globally
• Handle requests presented from any customer, partner, or site worldwide
• Answer calls offered from an ACD routing system and respond to email requests received, in accordance with service level agreements, SOPs and performance metrics
• Handle cases assigned over, due to differences in time zones & work balancing
• Create and update case records, detail actions taken, problem identification, and resolutions; including follow-ups and scheduled callbacks to customers, where necessary
• Identify and escalate priority issues appropriately
• Generate Out of Production notifications
• Continuously transfer knowledge by reviewing escalated cases with Level 1
• Enter all daily activities and time utilization into CRM
• Assign product licenses
• Process service generated RMAs
• Obtain, review and approve Project “Hand-over” information required by CTS to support customers/partners, in accordance with SOPs
• Perform all required tasks in a timely, professional manner and within service level objectives
• Provide responsive and effective solutions
• Interact effectively and coordinate appropriate resources to resolve issues, satisfy and retain customers
• Participate in a department on-call rotation for 24x7x365 Enterprise support

Job description

• Diagnose, isolate and/or resolve Level 2 technical software and hardware issues
• Product support, software usage assistance & operational advice
• Problem diagnosis, root cause analysis & corrective action
• Escalation point for issues being escalated from Level 1 globally
• Handle requests presented from any customer, partner, or site worldwide
• Answer calls offered from an ACD routing system and respond to email requests received, in accordance with service level agreements, SOPs and performance metrics
• Handle cases assigned over, due to differences in time zones & work balancing
• Create and update case records, detail actions taken, problem identification, and resolutions; including follow-ups and scheduled callbacks to customers, where necessary
• Identify and escalate priority issues appropriately
• Generate Out of Production notifications
• Continuously transfer knowledge by reviewing escalated cases with Level 1
• Enter all daily activities and time utilization into CRM
• Assign product licenses
• Process service generated RMAs
• Obtain, review and approve Project “Hand-over” information required by CTS to support customers/partners, in accordance with SOPs
• Perform all required tasks in a timely, professional manner and within service level objectives
• Provide responsive and effective solutions
• Interact effectively and coordinate appropriate resources to resolve issues, satisfy and retain customers
• Participate in a department on-call rotation for 24x7x365 Enterprise support