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 SupportExperience: 3 - 10 Years
Location: BangaloreRoles & Responsibilities:Diagnose, isolate and/or resolve Level 2 technical software and hardware issuesProduct support, software usage assistance & operational adviceProblem diagnosis, root cause analysis & corrective actionEscalation point for issues being escalated from Level 1 globallyHandle requests presented from any customer, partner, or site worldwideAnswer calls offered from an ACD routing system and respond to email requests received, in accordance with service level agreements, SOPs and performance metricsHandle cases assigned over, due to differences in time zones & work balancingCreate and update case records, detail actions taken, problem identification, and resolutions; including follow-ups and scheduled callbacks to customers, where necessaryIdentify and escalate priority issues appropriatelyGenerate Out of Production notificationsContinuously transfer knowledge by reviewing escalated cases with Level 1Enter all daily activities and time utilization into CRMAssign product licensesProcess service generated RMAsObtain, review and approve Project “Hand-over” information required by CTS to support customers/partners, in accordance with SOPsPerform all required tasks in a timely, professional manner and within service level objectivesProvide responsive and effective solutionsInteract effectively and coordinate appropriate resources to resolve issues, satisfy and retain customersParticipate in a department on-call rotation for 24x7x365 Enterprise support