Extreme Networks Hiring for CUSTOMER SERVICE REP at Chennai, India Full Time

Customer Support Representative

Extreme Networks, Inc. is setting a new standard for superior customer experience by delivering network-powered innovation and market leading service and support. The company delivers high-performance switching and routing products for data center and core-to-edge networks, wired/wireless LAN access, and unified network management and control. Our award-winning solutions include software-defined networking (SDN), cloud and high-density Wi-Fi, BYOD and enterprise mobility, identity access management and security. Extreme Networks is headquartered in San Jose, CA and has more than 12,000 customers in over 80 countries.

For more information, please also visit the company’s website at http://www.extremenetworks.com

Job Overview:

A Customer Service Representative (CSR) is a key member to Extreme Networks Services/Support organization. Primarily working in Extreme Networks’ CRM and associated systems responding to non-technical customer issues within established Extreme Network Services/Support policies and procedures. Customers may be either external or internal.

Issues may include, but are not restricted to, Return Material Authorization (RMA) logistics, account access issues, account hierarchy and data integrity issues, software downloads, subscription license or feature issues, contract and warranty requests, shipping delays and general customer service questions.

Responsibilities include:

• Dispatch product/parts through established service delivery logistics channels

• Expedite ordered product/parts through logistics channels, where directed

• Provide non-technical RMA support to customers and partners around the world

• Review and resolve routine to moderate customer issues related to such things as account administration, contract entitlements, product registration, web-based support access, etc. All within established Extreme Networks guidelines, policies and procedures.

• Escalate technical customer problems to the Extreme Networks Technical Support Team

• Interface with Extreme Networks TAC, Sales or global teams as required

• Capture comprehensive records of customer interactions using Extreme Networks’ CRM

• Delivers at or above required customer service support metrics, over time

• Driven by continuous learning, results oriented and a strong team player

Technical Skills Requested:

• High attention to detail

• Quality documentation skills

• Strong written and verbal communication skills

• Well versed in MS Office (Excel, Word, PowerPoint and Outlook).

• Minimum 1yr experience delivering support through Salesforce.com’s Service Cloud

• Experience developing Knowledge Base Solutions

• Ability to deliver customer support via social-collaboration

Technical Skills Preferred:

• Familiarity with telecoms and/or computer networking industry

• Experience dispatching products through RMA logistics carriers – UPS, FedEx, etc.

Soft Skills Requested:

• Shares information and communicates clearly with team members to improve team effectiveness. Encourages and accepts feedback.

• Strong research skills, with emphasis on examining previous cases and solutions, then applying that knowledge to a current issue.

• Excellent team player as well as being able to work independently

• Ability to multitask several critical issues simultaneously

• Self-motivated and seeks opportunities for excellence

Education and Experience Requested:

• Graduation with minimum of 2-5 years of related experience

• Certifications in any computer related courses a plus

Support Hours:

Typically work hours are Monday-Friday, 40 hours/week.

Shift times may vary. Some weekend work may apply.