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Technical Support Engineer

Job Description

Role: Technical Support Engineer

Siemens founded the new business unit Siemens Advanta (formerly known as Siemens IoT Services) on April 1, 2019 with its headquarter in Munich, Germany. It has been crafted to unlock the digital future of its clients by offering end-to-end support on their outstanding digitalization journey. Siemens Advanta is a strategic advisor and a trusted implementation partner in digital transformation and industrial IoT with a global network of more than 8000 employees in 10 countries and 21 offices. Highly skilled and authoritative specialists offer services which range from consulting to craft & prototyping to solution & implementation and operation - everything out of one hand!

What part will you play?

Receive client inquiries via phone, chat, systems or email and follow defined processes for managing support cases through resolution, within agreed SLA timescales.

Manage support cases through effective troubleshooting and escalation as necessary in order to meet or exceed client expectations.

Maintain regular client communication through case resolution.

Develop and build expert knowledge on our products, tools and solutions including known limitations and workarounds that can be effectively utilized to solve reported problems.

Provide remote troubleshooting to assist customers with successful service and operation.

Function with a high level of customer centricity and act as an advocate for the customer.

Handle complex customer inquiries by doing deep dive investigations and involving the Level 3 support and engineering team if required.

Provide Weekly/Monthly reports on tickets/service requests worked.

Write and submit timely reports on performance, targets, and customer queries.

Use your skills to move the world forward!

Qualification/Exp yrs.:  B.E/B.Tech degree – equivalent or higher.

Experience:  1-4 yrs. of experience

Must Have

Phone support experience with international clients.

Highly proficient in English.

Excellent communication and strong interpersonal skills.

Well-versed in MS Office suite of tools.

Strong analytical, problem solving, and decision-making skills.

Ability to work independently with a high level of initiative and ownership.

Flexible to work in US/UK timings.

Customer oriented attitude with professionalism.

Strong multitasking, time management and target achieving skills.

Desirable / Good to Have:

ITIL Certification.

Any CRM / ticketing tool exposure.

Electrical background.

Curious to learn and integrate new technologies.

Make your mark in our exciting world at Siemens.

This role is based in Bangalore, where you’ll get the chance to work with teams impacting entire cities, countries - and the shape of things to come. We’re Siemens. A collection of over 379,000 minds building the future, one day at a time in over 200 countries. We're dedicated to equality, and we encourage applications that reflect the diversity of the communities we work in. All employment decisions at Siemens are based on qualifications, merit and business need. Bring your curiosity and imagination and help us shape tomorrow.

Find out more about Siemens careers at: www.siemens.com/careers


Organization: Advanta

Company: Siemens Technology and Services Private Limited

Experience Level: Experienced Professional

Full / Part time: Full-time

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