Vacancy expired!
Tier 1 Support Engineer is responsible for providing basic remote product support to customers requiring assistance with instrumentation, LIS, software and hardware components .As a member of the Technical Support Team, you provide product support to internal and external customers by remote troubleshooting and analysis via phone, email and web serving as the technical expert in Customer Care experience and log and maintain all customer queries/complaints in CRM.
ESSENTIAL JOB RESPONSIBILITIES:- Engage customers to collect and compile detailed information about customer complaints
- Conduct data analysis and basic troubleshooting for instrument, software and operating system.
- Investigate and resolve first level customer complaints remotely through phone and email
- Document complaints and resulting investigations in the complaint management system
- Interface with Tier 2 Technical Support team to escalate and resolve more complex cases
- Adhere to Quality Management System procedures
- Maintain product knowledge and support continuous improvement efforts
- Contribute to quality compliance through accurate and concise case documentation
- Complete all assigned and required training satisfactorily and on time
- Performs additional tasks as assigned by the Technical Support Manager or Supervisor
Vacancy expired!