Customer Support Engineer

Overview:

Job Position – Engineer CS

Experience – 2 to 4 years of experience.

Education – Bachelor/Master Degree.

• Provides leadership and clear direction to their teams on Customer Support policies, practices, processes and priorities to ensure quality support delivery.
• Serves as the go-to person on their team for complex escalations. Show sense of urgency, create culture of accountability, efficiently collaborates with cross teams with one team mind set and drive quick resolution turnaround time
• Anticipates and plans for future human resources capacity based on customer input, business needs, and current team make up/skills & knowledge.
• Conducts ongoing reviews of teams current skills and knowledge set. Takes the appropriate actions to upskill the technical/functional skills and competency on the team to increase their level of self-reliance. As a result, there are demonstrated improvements (e.g. reduced number of escalations, increased throughput, etc.)
• Proactively monitors quality measurements (e.g. closed tickets, escalations, utilization, delivered services, etc.) for their region/area of responsibility.
• Provides authentic metrics reporting to their leader; knows what story the data is telling. Knows the appropriate actions to take to improve/enhance quality deliverables and then develops a detailed plan and executes on that plan, keeping their stakeholders engaged in the process.
• Hands on work experience in ERP product support – both technical/functional (preferably Discrete or Apparel Manufacturing) ,
• Good understanding of SQL, Windows Server Administration and Troubleshooting.
• Good people management and excellent verbal and written communication skills.
• Must possess good problem solving and analytical skills. Ability to work on multiple issues and prioritize work accordingly to business processes.
• Ability to handle difficult or sensitive situations with diplomacy and tact.
• Meets established targets for customer satisfaction and other support KPIs; also promote Knowledge Centered Support (KCS) methodology.
• Promote regular status updates/customer engagement, documentation customer problem information, recommendations, and resolution/prevention in a clear and concise manner-using incident tracking system.

Note - This position is for 24x7 support (5days / week) and require working in core night shift.