Esko Hiring for Esupport Engineer at Bengaluru/ Bangalore (Karnataka), Full Time

Job Description

You answer and register customer service requests in the CRM system and hereby respect the Service Level Agreement.
You diagnose and solve the reported customer problems, while making use of remote tools.
You decide on actions to be taken that are required to resolve problems where no remote solution is available: involve Global Support, request hotfixes, schedule interventions, etc.
You proactively inform the customer about the service request status and play an important role in customer experience and satisfaction.
You advice customers on how to anticipate towards future problems and make suggestions to offer a structured solution (e.g. performing upgrades, knowledge base, etc.)
You consequently log all actions taken, including labor time.
You correctly administer your own service requests and focus on MTTR (Main Time To Repair).
You maximize the use of knowledge base, Product documentation, Solution documentation, etc.
You keep your own knowledge up to date by attending relevant courses or self-study.
You follow the timing allotted to you based on the customers requirement and to be agreed upon with the Team Leader or Manager eSupport.
Education: Any Graduate
Industry: IT-Hardware/Networking, Telecom

Skills Required