Customer Support Administrator

Job title: Customer Support Administrator

Job Location: Bangalore.

Role Summary

An entry-level position that provides technical support for CES’s customers globally via its Customer Support Portal. This back-office system uses a workflow manager that guides the processor/resolver through the required manual steps to close the ticket.

Roles and Responsibilities

· Review, clarify, and process CSP tickets submitted by CES’s external and internal customers

· Check technical integrity of Test Results and other related information

· Escalate tickets when necessary to the appropriate resolver following CES’s tiered response structure

· Inform CES sales and operations management as to customer issues

· Manage training requests for CES’s course catalog and business partner applications from prospective installers

· Run EXCEL-based metrics on work performed to report queue status

· Assist in production of various material in association with Training

Scope

CES’s Customer Support Portal (CSP) is an online back-office system combining project management of infrastructure deployments with a general help / service / support desk. The CSP structures business processes across CES’s global support team and customers providing better, more predictable response to its customers which can (a) download FAQs, papers, software, and product licenses, (b) receive automated notices on warranty or contract expiration, license renewals, and new releases, and (c) access MPN’s warranty, training, and support services. Services include

• Become an CES Business Partner
• · Apply for an CES Site Warranty
• · Request Training from CES
• · Get Support from CES
• · File a Quality Claim with CES

Qualification:

• Knowledge of Structured Cabling or Electrical Engineering
• Bachelor’s degree in a business or technical field from an accredited university or equivalent industry experience, highly desired (degree in a technical subject, electrical engineering, or similar)

Experience

3 Years + on similar position

Skill Sets & Competencies :

Required

· Good written English skills to communicate with customers and department heads

· Capable of working within many different cultures

Preferred

· Technical skills to properly analyze and determine acceptability of electrical and optical test results required

· Introductory knowledge of Structured Cabling and Local Area Networks a plus

· Introductory knowledge of Project Management a plus

· Logical, analytical, and process-oriented approach to problem solving

· Knowledge and experience in Microsoft Office products (Word, Excel, PowerPoint)

· A keen willingness to learn

· No travel required

If interested please send your UPDATED Profile with below mentioned details.

Current CTC:

Expected CTC:

Notice Period:

Reason for Job Change:

With Regards,

Reshmi-HR Recruiter

Aarna HR Solutions

Mob No: : 9902579718