Provide technical and application support via phone and email in a professional and timely manner
Job Summary
Provide technical and application support via phone and email in a professional and timely manner.
Understand the reported issue and ensure an accurate resolution is provided to the customers, backed with complete documentation.
Adherence to specific day-to-day work instructions: case management in Salesforce, reporting, meeting the SLA’s and FCR (First Call Resolution) targets specified by the in-line Manager.
Matching Summary
Provide technical and application support via phone and email in a professional and timely manner.
Skills & Requirements
Must-have
Provide technical and application support
Troubleshoot realtime cases
Adherence to SLA's and FCR targets
Good verbal and written communication skills
Good interpersonal and problem-solving skills
Nice-to-have
Customer-focused
Passion for problem-solving
Holistic problem solving
Works closely with Level 2 Engineers
Key Requirements
Degree in engineering is a must
4-9 years in technical troubleshooting
Ability to work in shifts (US time zones)
Basic proficiency in Microsoft Office Excel and Outlook
Knowledge of HVAC Equipment is preferred
Good understanding of electricals and wiring diagrams