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Businesses Collins Aerospace Job ID 01422138 Most Recent Date Posted 06/10/2021 City Bengaluru State Karnataka Country India

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Embassy Tech Village, 4th Floor Building 2B, Marathahalli, Devarabeesanahalli Village, Varthur Hobli, Bangalore, India

JD - Customer Support Engineer

Level - P2

Job description


  • Help resolve software and technical questions for the customer efficiently and effectively

  • Gather the required information necessary in order to best handle customer software and technical inquiries

  • Manage customer expectations regarding estimated response times for issue resolution

  • Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations

  • Extensively research and document customer technical issues

  • Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.

  • Partner with Technical Support team members on various strategic projects when needed

  • Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.

  • Run monitoring reports for usage, performance, and/or availability.

  • Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.

What We’re Looking For

  • 3 – 5 years of relevant experience in L1 technical customer support (voice and email), with a strong customer interaction experience

  • Good debugging skills

  • Passion to be a part of a hard working and winning team

  • Ability to multi-task in a fast paced environment

  • Excellent ability to learn and articulate software-related and technical concepts

  • Strong active listening skills and excellent written and oral communications skills

  • Excellent Customer Service Orientation

  • Strong attention to detail when communicating with customers (verbal & written)

  • Ability to empathize with customers and convey confidence

  • Strong documentation skills

  • Familiarity with Web applications support

  • Working knowledge of SQL, Java related technologies is a plus.

  • Knowledge of Release Management & Training users is a plus.

Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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