Customer Support EngineerHyderabad

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  • CategoryIT - Software
  • Sub CategorySoftware Engineer
  • LocationHyderabad
  • CompanyGoldstone Technologies
  • Posted date on our Website19 June 2015
  • Expiration Date19 July 2015

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Here are the details of Customer Support Engineer job in Goldstone Technologies. This job or placement paper has been sourced from either company website or newspaper or other media and from students who appeared for this job. User is requested to verify the data before applying for the job.

Location: India, Hyderabad

Roles and responsibilities:

* Serves as the first stop for all inbound communications from customers:
Answers phone calls into our support line
First to touch all emails into support, that are created automatically in Salesforce
Responds to Chat requests, real time, throughout their shift
Investigates potential case issues by sweeping the Qualaroo feedback reports, on a daily basis

* Resolve Tier 1 level customer support issues:
Troubleshoot issues to determine solution
Respond to customers in a timely basis, keeping them informed of status of their case
Quickly escalate issue to tier 2 engineers, if resolution cannot be found
* Deliver positive communications to our internal and external customers
Provide clear, well written case correspondence to customers
Provides exceptional, friendly telephone support
Provides exceptional, friendly video conference support, maintaining proper eye contact and posture at all times
Maintain a positive and helpful tone in all correspondence
Offer additional tips and solutions, related to their service issue, whenever possible
* Documents all actions taken toward resolving customer issues in case notes
* Become completely familiar with all aspects of our service. Be willing to train our customers on the product applications:
Understanding all service applications
Learns our applications through working on in their own BJN account
* Maintains a state-of-the-art subject matter expertise on existing and planned technologies, including related products and services
* Proactively shares knowledge with internal and external customers, by providing new and updated FAQ solution material

Work experience and skills:

At least one or two year technical degree. Bachelor's Degree in Telecommunications a plus
Ability to troubleshoot problems associated with computers, VoIP devices, or other technical devices. Exposure to video conferencing products (including: Polycom, Radvision, Lifesize, Tandberg, etc.) is a plus
2+ years' experience in a customer support, sales engineering, or equivalent role with experience building and managing strong customer relationships
Good understanding of H.323 and SIP technologies including Firewalls, NAT and Gatekeepers
Strong communication skills, oral and written. Must have exceptional English skills. Able to engender trust and respect of peers and customers
Sense of urgency. Escalates product issues when appropriate; maintains a sense of "problem ownership" to see all issues through to successful resolution. Strives to turn around issues with an efficient and effective approach to the end customer's satisfaction
Capable of juggling a number of priorities and delivering results on time in a high pressure, dynamic environment

email to with subject line " Customer Support Engineer "

Goldstone Technologies was etablished in the year 2000 it is an Information Technology compay providing software solutions to their clients all over world.

The company has Expertise in providing multi-platform and multiple domains with World-wide clients and 24/7 operations.

Contact Details:

Amarchand Sharma Complex,
S.D.Road, Secunderabad - 500003
Andhra Pradesh, INDIA
Tel :-     + 91- 40 - 2780 7640
Fax :-     + 91- 40 - 3912 0023.

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