Remote Technical Support Engineer
Descripción del trabajo:
Mayor responsibilities • Provide remote technical support to Enterprise printer customers in US and Canada o Receive direct client contacts (e.g., via phone, video chat, web portal, email), triage, and provide remote client assistance to solve the issue directly if possible within SLAs. • Resolve the tickets raised as per the defined standards of time, cost and quality for increased customer satisfaction. • Document all the defined processes and the methods of resolving the ticket, troubleshooting, etc. • Interface with customers for ticket clarification/resolution. • Troubleshoot and resolve tickets raised by the clients. • Redirect calls to field engineering support if a field support visit is required. • Escalate to Escalation Support team (Tier 3) as required. • Update self on latest technologies and related areas. • Use knowledge base effectively to resolve tickets and also contribute with new articles for knowledge base
Experience require: • 5 to 10 Years industry experience in product support (Field and / or remote support) for IT industry Skills require: • Clear written and oral skills (C1/C2 in English and Canadian French) • Ability to communicate with empathy • Strong abilities towards SLA compliance • Strong technical support capabilities on IT products / devices • Experience on Multi-functional printers is an advantage • Strong troubleshooting and problem solving capabilities • Decent remote configuration and troubleshooting capabilities • Good documentation skills
We are offering: • Competitive salary according to experience and knowledge • Life and medical insurance • Constant training • Opportunity for growth and development • 8-hour daily shifts from Monday to Friday
Send your resume in English to: hectorfernando.ramir@hcl.com
HCL Technologies hcl.com
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