Technical Support Engineer

Solution Consultant

Overview:&nbsp; <ul><li>You shall be a part of the Technical Support Center (based out in Pune, India).</li><li>The Technical Support Center is a team of highly responsive technology specialists whose #1 focus is to</li><li>support/resolve the customers for Presales and Post Sales Technical issues while delivering the best</li><li>possible customer experience.&nbsp;</li><li>You can measure your success through excellent financial results, growing</li><li>customer happiness metrics, industry recognition, on time resolution and employee happiness scores.</li><li>You shall be the first point of contact for customers and partners all over Americas, EMEA &amp; APAC.</li><li>Youll have insight on the detailed functionality of products and partner with all distributed</li><li>elements of the service chain.</li></ul> Responsibilities: <ul><li>You will be responsible for creating and driving support tickets within the required SLA parameters.</li><li>will depend on you to provide the highest standard of customer support for Switching, routing</li><li>,security , Wireless, Cables &amp; Connectivity.</li><li>Remotely provide Presales as well as Post sales support making sure the customer is satisfied with the level of service provided. Manage the tech support day-to-day operations to achieve qualitative and quantitative targets at team/staff level and to maintain overall quality standards.</li><li>You shall be responsible for achieving all metrics for the respective customer/partner, as defined by the management with particular focus on customer satisfaction. </li><li>Gather the required information necessary to best handle customer software and technical inquiries.</li><li>Resolving the issues through Phone, chat and ticketing tool - communication channels.&nbsp;</li><li>Collaborate with Technical Support team members to properly manage customer queries and escalate when appropriate.</li><li>Document solutions for knowledgebase.</li><li>Work to support customer technical issues encompassing hardware, software, and networking.&nbsp;</li><li>Create knowledge base articles on products.</li><li>Connect with wide range of people and teams to find these solutions such as Solution Consultants,Product Line Managers, and the various plants.</li><li>Provide technical service for products and solutions in India and deliver professionally and</li><li>disciplinarily.</li><li>Deliver end to end solution as per customer demand.</li><li>Assist customers with Support Requests and engaging with other Teams ensuring follow up on each request and solution is provided.</li><li>Continuous improvement of their professional certification level.</li></ul> Requirements : <ul><li>Bachelor’s degree in Telecom, Computer Science, Electrical Engineering/Electronics/ IT.</li><li>CCNA Certified. Hirschmann switches, router and security devices knowledge would be added</li><li>advantage.</li><li>Minimum 3-10 years working experience.</li><li>2~3 year’s implementation experience in Managed and unmanaged switches, Internet wireless LAN,</li><li>Industrial Security Systems, Embedded Ethernet modules, Fiber optic field bus repeaters, Secure</li><li>remote access, Network Management Software, Industrial Connectors, industrial network security</li><li>products for process control, SCADA manufacturing and automation sectors.</li><li>Experience in customer support, service or after sales in networking system will be added advantage.</li><li>Understanding of networking protocols.</li><li>Knowledge of transmission technology, OTN and Network Access control would be a plus.</li><li>Hands-on experience with monitoring, network diagnostic and network analytics tools/network</li><li>configuration experience with Cisco etc.</li><li>Ability to quickly learn new or unfamiliar technology and products using documentation and internetresources.</li><li>Basic Level of understanding of Routing and Switching, Basic Data networking, including DHCP, RSTP, VLAN, QoS, IGMP, network redundancy, IP routing protocols and standard VPN technology.</li><li>Industrial networking and IIoT/IoT digitalization knowledge would be added advantage.</li><li>Good English in reading and written, and good oral English is a must.</li><li>Ability to multitask in a fast-paced environment.</li></ul>

Responsibilities: <ul><li>Delivers an extraordinary customer experience by technically advising customers on our client products, services, and capabilities to best meet the needs of the customer and the designs they are working on. Sells the value propositions of our client products and services.</li><li>Outbound calling (cold and warm) to establish new, high-quality opportunities with prospective customers and contacts.</li><li>Communicate with end customers via channels such as telephone &amp; email by following up on Marketing Qualified Leads (MQL’s) and propose options and solutions.</li><li>Liaison with internal support areas including production, sales, engineering, customer care and others as necessary to resolve customer inquiries and requests.</li><li>Conversations with the customers are geared towards understanding the customer’s needs through relevant probing questions and by extending conversations around project/opportunities.</li><li>A warm handoff of opportunities along with all required details to account managers for further nurturing.</li><li>Promote portfolio of products to drive revenue.&nbsp;</li></ul> Requirements: Education: <ul><li>Bachelors technical or business degree preferred or equivalent experience</li></ul> Skills &amp; Experience: <ul><li>Demonstrates problem solving skills, influencing abilities, and ability to provide effective feedback</li><li>Strong verbal, written, and presentation skills</li><li>Proven ability to initiate, organize, and complete multiple tasks in a timely manner</li><li>Demonstrates ability to share creative and new ideas</li><li>Consultative selling experience desired</li><li>Relevant product or industry experience a plus</li><li>Team player, critical thinker, self-motivator, and ability to maintain a proactive positive attitude.</li><li>A passion for serving customers.</li><li>Mandarin speaking, writing and typing is required.</li><li>One to two years working experience is preferred, fresh graduates are welcome for the application as well.&nbsp;</li></ul>

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Technical Support Engineer

Solution Consultant

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Technical Support Engineer

Solution Consultant

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