Customer Advocacy Engineer

ConfidentialKanpur

30+ days ago

Job description

As a resident customer advocacy engineer will act as a single point of contact for customer

Provide 1st level functional & technical support to onsite users for a web based application (our proprietary application)

Follow-up & maintain log and / or list of reported customer issues / tickets, update pending issues / tickets, identify & escalate issues requiring level 2 escalation

Follow-up with onsite users for missing information / approvals for processing of requests for closure of pending issues

Create and Upload KB Articles in the Knowledgebase

Provide individual training and support on request

Maintain current and accurate inventory of technology hardware, software and resources

Maintain log and / or list of required repairs and maintenance

Produce reports as required by support desk manager, from time to time

Configure, maintain and troubleshoot all network (LAN wired & wireless, access points) related issues

Provide support on android based tablets issues

Adhere to defined Service Levels

Adhere to established policies & procedures of the support desk

Required Skill Set

Superb problem-solving skills & trouble shooting skills
Minimum 2-3 years of experience in technical support for networks & computer systems
Familiarity / exposure with networking appliances (Switches, Firewall, Access points)
Familiarity / exposure with Windows server Familiarity / exposure with android based tablets Good customer interaction skills
Good communication & presentation skills
B.E. / B. Tech / MCA / Diploma in E&T / IT / Electronics / Computers / EC / Electrical or Any Graduate with Hardware & Networking diploma

Skills Required

customer advocacy, Web Applications, Ticketing, Network Support, Customer Services, Technical Support

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Customer Engineer • Kanpur

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