Oct 2020
Present
Senior Technical Support Engineer
Concentrix
Pune, IN
We pledge to challenge conventions, create experiences beyond expectation, and deliver outcomes unimagined, for our clients, their customers and staff. This promise is driven by four key ideas that help us back our words with action, and promote actual positive change for our people and planet.
- Provide recommendations to improve the development process.
- Provide exploratory testing for the systems.
- Write and execute test cases for the damage system .
- Provide guidance and Supervision to more junior testers.
- Write clear and concise defect reports. Providing guidance and technical support to the customers Out of warranty system on the phone
- Executed test scripts, logged defects and worked to resolve issues noted in testing process.
- Pursued professional opportunities to learn new testing/ Troubleshooting tools and test strategies.
- Worked extended hours when necessary to meet deadlines.
- Recommended changes and corrections to Clients for optimal software performance and usability.
- Evaluated function, performance and design compliance of every product against design standards and customer needs.
- Kept scripts and test cases updated with current requirements.
- Handling incoming phone calls and developing friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings of the required Parts
- Assisting customers in identifying issues and explain solutions to restore service and functionality
- Resolving Maximum technical support inquiries per day for System which are out of Warranty
- Fielded average of 25 - 30 inbound phone calls to deliver effective support and remotely resolve service issues
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Follow up with Customers to verify optimal satisfaction following support engagement and problem resolution
- Submit service tickets for equipment maintenance requests
- Collaborate with supervisors to escalate and address customer inquiries or technical issues
- Assess system hardware and software and suggested modifications to reduce lag time and improve overall speed
- Create support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
- Document all transactions and support interactions in system for future reference and addition to knowledge base
- Write and reviewed tickets to request maintenance to various types of equipment
- Help streamline repair processes and update procedures for support action consistency
- Collaborate with Team to locate replacement components and resolve advanced problems
- Upsold products and services to increase company revenue beyond targets of 9 % conversion rate
- Processed over maximum support requests weekly for technical assistance on wide range of issues related to Hardware Replacement
- Prepare customer invoices, accepted payments and processed refund and cancellation requests
- Worked closely with Case Mentors and Level 2 to maintain optimum levels of communication to effectively and efficiently complete cases
- Owned cases and analyzed data to identify opportunities for improvement.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Handled troubleshooting tasks and used repair methods to immediately rectify assembly line issues.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Coached team members in techniques necessary to complete job tasks.
- Instructed junior team members on protocols and procedures of each station to maximize contributions.
- Set up and calibrated machinery to meet specific production requirements.
- Trained new team members by relaying information on company procedures and safety requirements.
- Took on additional job duties during unexpected backlog, resulting in meeting project target date.
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