Technical support (hardware and Software) to international technical staff and clients of Wavetec
Ensuring support to installations at every site with latest hardware and software.
Providing Training to Customer after completion of installation.
Collection of configuration backups from Customers and sending to Config. Incharge with a c.c. to Customer Support head
Handling problems, their resolution and referring more complex problems to QA (with a c.c. to Sr. CSE, RGM and Customer Support head) and also following them up.
Sending daily report on services crossing 24 hours to Sr. CSE with a c.c. to Customer supports head
Sending weekly report (as per KPIs) for all support calls to Customer Support head Operations (every Friday)
Sending estimates of parts/thermal paper to customers coordinate delivery, billing and recovery.
Training to technicians on new or updated hardware & software
Pre and post installation technical support over the phone to Customers, as well as technicians (also provides after sales support)
Sound knowledge of writing Queries in SQL
Good Knowledge about trouble shooting in windows platform
Good Knowledge about Networking
Good customer support and project management experience
Must have strong interpersonal skills as well as communication skills