Job Id: 20200626002
Job Role: Customer Support – Non Technical – Graduate Trainee Engineer
Experience: 0-1 Years
Job Location: Bangalore
Salary: Best in Industry
Vacancies: Not Mentioned
Job Description SonicWall Careers Off Campus Drive 2020 Freshers Hiring For Graduate Trainee Engineer in June 2020:
Customer Service specialist working in SonicWALL’s CRM and associated systems responding to customer issues within established SonicWALL policies and procedures. Customers may be either external or internal. Issues may include but are not restricted to account access issues, Product Registration, account hierarchy and data integrity issues, software download, subscription license or feature issues, contract and warranty requests and general customer service questions.
Customer Service is a first point of contact for customers globally and act as bridge between various departments (Technical support, Backend, Sales, Logistics etc.) internally.
Work and resolve Customer Service related queries (licensing and registration) through phone and web tickets in accordance with Company policy.
Screen incoming Customer calls globally, assist with ticket creation; verify entitlement and route customers to the technical support team within the organization.
Issues include but not limited to service contract, account access, license issues, non-technical customer inquiries within established guidelines and policies
Review and identify areas of improvements to streamline non-technical customer service operation processes
Meets required customer service support metrics including Customer Satisfaction metrics, service request handling metrics
Interface with other SonicWALL groups, including but not limited to Sales, Order Management, Service Channel, Technical support, Manufacturing Operations, Product Line Manager, Service Business Manager, Service Manager, and Global teams to resolve customer issues and inquiries.
Ensure complete and comprehensive issue documentation using appropriate application tracking systems.
Good attention to detail and documentation skills.
Good research abilities, problem identification, resolution and decision making skills.
Good problem solving skills.
Good written and verbal communication skills, with the ability to establish effective relationships with all levels of management, employees, partners and end customers.
Fluency in written and spoken English.
0-1 years of experience in high volume inbound call center or customer service role
0-1 years of experience with Microsoft Office and web-based applications