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Engineer, Product Support IRC249976
| Job: | IRC249976 |
| Location: | India - Gurgaon |
| Designation: | Engineer |
| Experience: | 3-5 years |
| Function: | Product Support |
| Skills: | HTML, JavaScript |
| Work Model: | Hybrid |
Description:
– Triage issues coming from various channels such as phone, chat, or web portal.
– Prioritize customer urgency and issue priority.
– Search and reuse information gained from internal information repositories.
– Log all incidents and requests into the case management system.
– Accurately document all customer interactions in a case management system.
– Connect issues and cases to the most appropriate and effective resource.
– Create positive experiences through effective and clear communications, appropriate sense of urgency, and respect for our customers’ time and effort.
Requirements:
What you’ll do:
– Triage issues coming from various channels such as phone, chat, or web portal
– Prioritize customer urgency and issues priority
– Search and reuse information gained from our internal information repositories
– Log all incidents and requests into our case management system
– Accurately document all customer interactions in a case management system
– Create positive experiences through effective and clear communication
– Excellent Communication Skills, Written and oral.
– Appropriate sense of urgency and respect for our customers’ time and effort
What you’ll need to succeed:
– Ability to assess customer sentiment at all stages during the communication.
– Ability to drive issues through the organization with urgency.
– Ability to communicate verbally or in writing with the appropriate etiquette, timeliness, and professionalism.
– Ability to understand the business impact of issues.
– Ability to stay calm under stressful conditions while driving issues
Job Responsibilities:
– Triage issues coming from various channels such as phone, chat, or web portal.
– Prioritize customer urgency and issue priority.
– Search and reuse information gained from internal information repositories.
– Log all incidents and requests into the case management system.
– Accurately document all customer interactions in a case management system.
– Connect issues and cases to the most appropriate and effective resource.
– Create positive experiences through effective and clear communications, appropriate sense of urgency, and respect for our customers’ time and effort.
What We Offer
Exciting Projects: We focus on industries like High-Tech, communication, media, healthcare, retail and telecom. Our customer list is full of fantastic global brands and leaders who love what we build for them.
Collaborative Environment: You Can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!
Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off and holidays.
Professional Development: Our dedicated Learning & Development team regularly organizes Communication skills training(GL Vantage, Toast Master),Stress Management program, professional certifications, and technical and soft skill trainings.
Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, Group Term Life Insurance, Group Personal Accident Insurance , NPS(National Pension Scheme ), Periodic health awareness program, extended maternity leave, annual performance bonuses, and referral bonuses.
Fun Perks: We want you to love where you work, which is why we host sports events, cultural activities, offer food on subsidies rates, Corporate parties. Our vibrant offices also include dedicated GL Zones, rooftop decks and GL Club where you can drink coffee or tea with your colleagues over a game of table and offer discounts for popular stores and restaurants!