CSS Corp walkin for International Technical Support

CSS Corp walkin for International Technical Support

• The Customer support representative will be responsible for identifying the issue with the customers and routing them to the available engineer, when necessary.
• They will create, manage tickets for the issues that the customer contacts.
• They will act as the first point of contact before the customer reached the TAC.
• Their job will also involve creation of licenses and support accounts to the clients world wide.
• The team will also ensure customer satisfaction / experience is and stays a priority.
• Manage high visibility exceptions and can work with cross – functional teams to provide best solutions.

• Creation of World Wide Return Materials Authorization.
• Ensuring all Premium Service orders are completed in a timely manner.
• Working and managing 3 Party Vendors around shipments, deliveries and returns.
• Resolve any RMA issues from the customer or Level 1,2&3 Technical Centers.
• Provide tracking and Status updates on all 4 hour calls submitted to the Technical Centers.
• Updating the Siebel Database to document customer cases.
• Notification to customers product shipments.
• Escalating RMAs for additional support in a timely manner.
• Manage caseloads in a timely manner to closure.
• Provide customers with support for return products.
• Follow all guidelines for processing RMAs for customers without contracts.
• Providing software download access to customers by processing Web Login requests.
• Providing license to customers for software updates.
• Manage high visibility exceptions and can work with cross-functional teams to provide best solutions.
• Customer Service Representatives will work on a World Wide schedule covering 24x5x365 with a rotating schedule.
• Handle L0 cases for confirmation of hardware failure and proceed with RMA.
• Provide L0 level technical assistance on cases to rule out hardware errors.

• Good Understanding of OSI Layers.
• Good Understanding of Routers and Switches.
• Good Knowledge about DHCP (DORA Process), DNS, TCP/ IP, IP Address.
• Types and Classes of IP Address, Subnet.
• Basic troubleshooting steps for Internet issues.

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