Role Name: Engineer/CSR
Business Unit: EPS - Palo Alto
Location: Chennai – Perungalthur Shriram gateway.
Designation: Engineer
Grade/ Job Level: JL1A
Job Code: EPS0602
Roles & Responsibilities/ Job Description:
• Candidate will be responsible for assisting worldwide customers with administrative issues originating from phone calls, email, and Web cases.
• Will verify entitlement and ensure that high priority cases are handled in accordance with contractual SLAs.
• Will be the point of contact and work cases for customers with licensing or Support account login issues. partner in Will liaise with Product Marketing, Operations, and Sales on behalf of customers and will oversee and properly route correspondence received by the Support Department.
• Will be responsible for writing internal and external administrative procedures documents. Must have a professional manner and strong verbal, written and customer service skills and a demonstrated ability to multitask in a fast-paced technical environment.
• Delivery of world class customer support to internal and external customers.
• Thorough understanding of product licensing and entitlements.
• Provide phone email and Web case support to internal and external customers with administrative issues.
• Oversee Support correspondence, ensuring that it reaches the proper recipients. Create procedural documentation for internal and external customers.
Eligibility Criteria to Apply
Qualification & Experience:
• Customer service experience in large fast- paced corporate environment.
Excellent written and verbal communication skills.
• Ability to effectively manage many different tasks simultaneously.
Self-starter who can learn quickly and adjust to change as new products and processes are introduced.
• Basic computer skills, Sales Force or other case management system and ability to understand some technical vocabulary.
• Any degree
