Senior Technical Support (Track & Trace domain)

About Dover:

Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible.

Designation: Senior Technical Support

Experience: 3 - 6 Years

Location: Bangalore

Industry Specialization: Track and Trace, Serialization, Industrial Automation, Pharmaceutical Automation

Roles & Responsibilities:

• Diagnose, isolate and/or resolve Level 2 technical software and hardware issues
• Product support, software usage assistance & operational advice
• Problem diagnosis, root cause analysis & corrective action
• Escalation point for issues being escalated from Level 1 globally
• Handle requests presented from any customer, partner, or site worldwide
• Answer calls offered from an ACD routing system and respond to email requests received, in accordance with service level agreements, SOPs and performance metrics
• Handle cases assigned over, due to differences in time zones & work balancing
• Create and update case records, detail actions taken, problem identification, and resolutions; including follow-ups and scheduled callbacks to customers, where necessary
• Identify and escalate priority issues appropriately
• Generate Out of Production notifications
• Continuously transfer knowledge by reviewing escalated cases with Level 1
• Enter all daily activities and time utilization into CRM
• Assign product licenses
• Process service generated RMAs
• Obtain, review and approve Project “Hand-over” information required by CTS to support customers/partners, in accordance with SOPs
• Perform all required tasks in a timely, professional manner and within service level objectives
• Provide responsive and effective solutions
• Interact effectively and coordinate appropriate resources to resolve issues, satisfy and retain customers
• Participate in a department on-call rotation for 24x7x365 Enterprise support