Technical Support Job in Rarr Technologies

Job Description :
1. Aligning for customer support requirement analysis & providing POC for such requirement at allocated base location.
2. Doing Survey for UBR/Wi-FI/Other related products as per guideline provided & preparing report, sharing same with respective Pre-salesperson.
3. Doing Installation of all OEM product as per guideline shared & getting report sign-off from customer, sharing same with central deployment/helpdesk team.
4. Handing customer calls within SLA defined up to the level of satisfaction.
5. Hands on field exp. in config as part of Troubleshooting/Change management.
6. On call, onsite support (Hand and Feet support at site as per SLA of the customer).
7. Project Management for solution implementation.
8. Management of Service Level Commitments.
9. Customer Complaint Management Taking ownership of customer issues reported and seeing problems thorough to resolution.
10. Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
11. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
12. Support Partners / Vendor management.
13. Overall Customer Relationship Management leading to additional business.
15. Diagnose and troubleshoot technical issues, including account setup and network configuration.
16. Ask customers targeted questions to quickly understand the root of the problem.
17. Track System/Hardware/Network issues through to resolution, within agreed time limits.
18. Talk clients through a series of actions, either via phone, email or chat, until they ve solved a technical issue.
19. Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
20. Provide prompt and accurate feedback to customers.
21. Refer to internal database or external resources to provide accurate tech solutions.
22. Ensure all issues are properly logged.
23. Prioritize and manage several open issues at one time.
24. Follow up with clients to ensure their systems are fully functional after troubleshooting.
25. Prepare accurate and timely report.
26. Document technical knowledge in the form of notes and manuals.