Company : EMC
Website : www.india.emc.com
Job Role : Tech Support Engineer
Eligibility : BE/BTech/MBA
Experience : Freshers
Job Location : Bangalore
Job Responsibilities:
# Engages with customers and other technical resources by phone, video conference, and email to provide technical support and issue resolution.
# Participates in facilitating problem recreation and failure analysis at the systems level.
# Is responsible for sharing all problem resolution acquired knowledge with our client’s internal sales and support teams and our clients customers when appropriate.
# References interoperability and support matrixes as a customer support tool.
# Monitors and tracks all assigned service calls and provides regular updates to internal customer services personnel and directly to customers when appropriate.
# May act as the customers single point of contact for all service related activities.
# Escalate and explain problems with clarity to Senior and Advanced Technical Support Engineers.
# Keep Manager and key personnel within RSA updated on outstanding and important issues.
# Compose technical solutions, for inclusion into the corporate knowledge database.
# Make effective use of the existing Customer Services support databases and resources internally and externally.
# Search knowledge base for solutions to customer problems and utilize relevant solutions.
# Ability to take on new challenges and learn new technologies.
# Willing to work 24X7 environment.
# Participates in facilitating problem recreation and failure analysis at the systems level.
# Is responsible for sharing all problem resolution acquired knowledge with our client’s internal sales and support teams and our clients customers when appropriate.
# References interoperability and support matrixes as a customer support tool.
# Monitors and tracks all assigned service calls and provides regular updates to internal customer services personnel and directly to customers when appropriate.
# May act as the customers single point of contact for all service related activities.
# Escalate and explain problems with clarity to Senior and Advanced Technical Support Engineers.
# Keep Manager and key personnel within RSA updated on outstanding and important issues.
# Compose technical solutions, for inclusion into the corporate knowledge database.
# Make effective use of the existing Customer Services support databases and resources internally and externally.
# Search knowledge base for solutions to customer problems and utilize relevant solutions.
# Ability to take on new challenges and learn new technologies.
# Willing to work 24X7 environment.
