Company Profile:
Sutherland
has Established in 1986, Sutherland Global Services is a global BPO and
technology-enabled services company offering an integrated set of back-office
and customer facing front-office services that support the entire customer
lifecycle. It is one of the largest, independent Service companies in the world
serving marquee clients in major industry verticals. Headquartered in
Rochester, New York, United States, Sutherland employs over 38,000
professionals and operates in more than 6o locations in the United States,
Australia, Brazil, Bulgaria, Canada, China, Colombia, Egypt, Estonia, India,
Jamaica, Malaysia, Mexico, Morocco, the Philippines, Slovakia, Sweden, the
United Arab Emirates, and the United Kingdom as well as a far-reaching team
from CloudSource, Sutherland's work at home program and provides services in 21
different languages
நிறுவனம் : Sutherland
Global Services
வேலை :Sr.Technical Support Engineer
இடம்:Bengaluru/Bangalore
அணுபவம்:1
– 6 Years
தகுதி:Ang
Graduate
ஊதியம்: பின்னர் அறிவிக்கப்படும்
விண்ணப்பிக்கும் முறை: Online
Designation: Senior Associate
Job
Description:
Job Title: Sr.
Technical Support Engineer
Experience: 1 to 8 Yrs
Job Location: Bangalore
Note:
This position requires the candidate to be flexible to work in 24x7 shifts (including Night shifts & Weekend shifts)
This position involves speaking to International customers on the phone (Incoming call & Outbound call) in order to understand the Technical issue and provide resolution
This position involves working with Enterprise customers & IT specialists from SMB organizations.
Job Requirements:
1. Should have Hands on Experience on any one of the below
In-depth knowledge of Windows 2003, 2008 / R2, 2012 / R2, 2013 with extensive hands-on experience.
In-depth knowledge of Active Directory, domains and domain trusts as well as Windows Registry, Windows Client Operating System, user profiles and security and server-based software.
Ability to resolve problems systematically, efficiently and effectively.
Depth of troubleshooting, analysis and problem solving skills are required.
Conduct research to find answers to questions and solutions to problems from various resources.
Job Responsibilities:
Responsible for answering and placing technical support communications for Backup Exec customers
The primary responsibility is to successfully troubleshoot and resolve highly complex technical issues on heterogeneous environments that are utilized on highly complex, mission critical systems. This requires consistent follow up with customers until issues are resolved or proper advancement procedures are followed for known issues.
Provide end-to-end complex technical support primarily via telephone, this also includes email and/or chat.
Technicians are expected to reproduce and verify customer issues by re-creating scenarios in a lab environment and prioritize open issues.
Advocate customer requests and participate in conference call escalations when required.
Demonstrate strong customer service and cross-cultural skills when engaging customers.
Communication Skills
Demonstrate excellent written and verbal communications skills
Utilizing soft skills to de-escalate a case and or prevent and escalation.
Capable of engaging in verbal discussion; understanding appropriate use of cross-cultural vernacular.
Establish technical credibility with a wide range of customer contacts; ability to read the customer and modify behavior/approach to fit the situation.
Capable of conveying thoughts and technical solution inputs in a clear and concise manner.
Soft Skills
Professional and courteous.
Capable of self and time management.
Capable of working within a team environment
Qualification
Bachelors Degree/Diploma with previous experience required supporting large enterprise customers.
Salary: Not Disclosed by Recruiter
Industry: BPO / Call Centre / ITES
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Associate/Senior Associate -(Technical)
Role: Associate/Senior Associate -(Technical)
Experience: 1 to 8 Yrs
Job Location: Bangalore
Note:
This position requires the candidate to be flexible to work in 24x7 shifts (including Night shifts & Weekend shifts)
This position involves speaking to International customers on the phone (Incoming call & Outbound call) in order to understand the Technical issue and provide resolution
This position involves working with Enterprise customers & IT specialists from SMB organizations.
Job Requirements:
1. Should have Hands on Experience on any one of the below
In-depth knowledge of Windows 2003, 2008 / R2, 2012 / R2, 2013 with extensive hands-on experience.
In-depth knowledge of Active Directory, domains and domain trusts as well as Windows Registry, Windows Client Operating System, user profiles and security and server-based software.
Ability to resolve problems systematically, efficiently and effectively.
Depth of troubleshooting, analysis and problem solving skills are required.
Conduct research to find answers to questions and solutions to problems from various resources.
Job Responsibilities:
Responsible for answering and placing technical support communications for Backup Exec customers
The primary responsibility is to successfully troubleshoot and resolve highly complex technical issues on heterogeneous environments that are utilized on highly complex, mission critical systems. This requires consistent follow up with customers until issues are resolved or proper advancement procedures are followed for known issues.
Provide end-to-end complex technical support primarily via telephone, this also includes email and/or chat.
Technicians are expected to reproduce and verify customer issues by re-creating scenarios in a lab environment and prioritize open issues.
Advocate customer requests and participate in conference call escalations when required.
Demonstrate strong customer service and cross-cultural skills when engaging customers.
Communication Skills
Demonstrate excellent written and verbal communications skills
Utilizing soft skills to de-escalate a case and or prevent and escalation.
Capable of engaging in verbal discussion; understanding appropriate use of cross-cultural vernacular.
Establish technical credibility with a wide range of customer contacts; ability to read the customer and modify behavior/approach to fit the situation.
Capable of conveying thoughts and technical solution inputs in a clear and concise manner.
Soft Skills
Professional and courteous.
Capable of self and time management.
Capable of working within a team environment
Qualification
Bachelors Degree/Diploma with previous experience required supporting large enterprise customers.
Salary: Not Disclosed by Recruiter
Industry: BPO / Call Centre / ITES
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Associate/Senior Associate -(Technical)
Role: Associate/Senior Associate -(Technical)
Skills Required:
Technical Skills,
Windows Server, VM Ware, Technical Support, Call Support
Desired
Profile:
This position requires
the candidate to be flexible to work in 24x7 shifts (including Night shifts
& Weekend shifts)
This position involves speaking to International customers on the phone (Incoming call & Outbound call) in order to understand the Technical issue and provide resolution
This position involves working with Enterprise customers & IT specialists from SMB organizations
Education:UG -Any Graduate - Any Specialization
PG - Post Graduation Not Required
Doctorate - Doctorate Not Required
This position involves speaking to International customers on the phone (Incoming call & Outbound call) in order to understand the Technical issue and provide resolution
This position involves working with Enterprise customers & IT specialists from SMB organizations
Education:UG -Any Graduate - Any Specialization
PG - Post Graduation Not Required
Doctorate - Doctorate Not Required