Remote Support (Global Call Center):(Product - Bengaluru | Zoek India
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Remote Support (Global Call Center):(Product support REp)
Permanent (Full time)
As one of the worldâs leading analytical instrumentation companies, Bruker covers a broad spectrum of advanced solutions in all fields of research and development. All our systems and instruments are designed to improve safety of products, accelerate time-to-market and support industries in successfully enhancing quality of life. Weâve been driving innovation in analytical instrumentation for 50 years now. Today, worldwide more than 6,500 employees are working on this permanent challenge, at over 70 locations on all continents. We are looking for remote support engineers to join our team supporting the globe for our broad range of products XRD, XRF,SCD,OES and CGA, MCT Provision of remote support to our existing customers through email, telephone, and use of remote state of the art support tools. Candidate will qualify customer leeds, recommend solutions and maintain a good record of all work and communications with the customer or engineer in a call tracking system, including documenting solutions for a public knowledge base. The ideal candidate for this role is a motivated self-starter, who embraces challenges and enjoys learning independently, and is one who possesses excellent customer service, and technical problem-solving skills. Responsibilities Ask customers targeted questions to quickly understand root cause of their issue. Call screening and loggingÂ through CRM software. Effectively communicate with end-users of varying technical capability and role via various channels (phone, email, Chat etc.) to identify/resolve technical issues. If the first customer support level is unsuccessful, ticket management, and transferring call will be pushed to second level remote support team. Be available for / taking incoming calls and pull work from an incoming queue. May be called upon with short notice to assist the support team in the event of unexpected or unpredicted demand for support. Contribute to internal technical knowledge base and publish Frequently Asked Questions to enable customer self-support. Accurately document and update tickets in the tracking systems. Ability to maintain a personal queue of open requests. Maintain communication with the customers on the status of all open tickets. All responses should be professional, complete, well formatted, and consistent with prior communications and Corporate Identity. Future outbound activities as follow up possible (. surveys) Properly escalate unresolved issues to appropriate technology teams Provide necessary information/observations/logs - all required to support next level or developer for diagnose a reported/escalated problem Good sense of end-user satisfaction Ability to describe incident and requests as part of a ticket treatment Ability to create and update operational procedures and proposal of decision trees (issues resolution, requests, and administration procedures. Perform other tasks as assigned by managerÂ The jobs demand to work in shifts (Monday through Friday). excellent customer relations skills and the ability to make timely and effective decisions are a plus Work occasional on weekends and public holidays Qualifications Education: Diploma / BE Electronics, Instrumentation, Msc -Physics, Chemistry and Material Science You have a technical education and / or worked already as a technician Experience: At least 1 year of years previous service experience or hotline activity within electronic systems, maybe also in the area of IT Technical expertise in electronics and mechanics Confident in handling all common PC operating systems and networks Skills: Excellent language skills in speaking and written at least in English. Other languages are welcome Customer service-oriented working experience to support various technical issues and desktop operation queries. Your personality is also characterized by the ability to work in a team, resilience, reliable and systematic work, high level of commitment, independent working methods and flexibility Experienced in use of Salesforce (CRM) and SAP preferred. Should have worked on remote support tools, ., TeamViewers, Webex, anydesk. Used in working in modern with communication tools as Teams, Zoom, BlueJeansâ¦â¦. Ability to communicate effectively in a professional and friendly manner with both internal and external customers The personality of a natural team player, willing and able to build confidence and to establish strong co-operative relationships with personnel throughout the company, customer base and with key individuals within the industry A flexible attitude to working hours which are sometimes influenced by factors such as the need to complete the job or the availability of the client For further development you should be be willing in general to travel up to 10% Students of Engineering Sciences are welcome Start your service career with first step in making our clients happy. Contact Information: If interested in this opportunity, please submit your resume in confidence to: Bruker India Scientific Pvt Ltd, ,Andheri (East), Mumbai. Email :@