Senior Technical Support

About Dover:
Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible.
Designation: Senior Technical Support
Experience: 3 - 10 Years
Location: Bangalore
Roles & Responsibilities:
Diagnose, isolate and/or resolve Level 2 technical software and hardware issues
Product support, software usage assistance & operational advice
Problem diagnosis, root cause analysis & corrective action
Escalation point for issues being escalated from Level 1 globally
Handle requests presented from any customer, partner, or site worldwide
Answer calls offered from an ACD routing system and respond to email requests received, in accordance with service level agreements, SOPs and performance metrics
Handle cases assigned over, due to differences in time zones & work balancing
Create and update case records, detail actions taken, problem identification, and resolutions; including follow-ups and scheduled callbacks to customers, where necessary
Identify and escalate priority issues appropriately
Generate Out of Production notifications
Continuously transfer knowledge by reviewing escalated cases with Level 1
Enter all daily activities and time utilization into CRM
Assign product licenses
Process service generated RMAs
Obtain, review and approve Project “Hand-over” information required by CTS to support customers/partners, in accordance with SOPs
Perform all required tasks in a timely, professional manner and within service level objectives
Provide responsive and effective solutions
Interact effectively and coordinate appropriate resources to resolve issues, satisfy and retain customers
Participate in a department on-call rotation for 24x7x365 Enterprise support

Work arrangement
No