Eshwar Male

Primary Responsibilities:

- Provide technical support via phone and email for SmartDrive Systems products: answer technical inquiries, diagnose reported problems or configuration issues, recommend possible solutions and follow issue through to successful resolution.

- Document all technical enquiries and customer-reported problems in the customer tracking system, including the nature of the enquiry, and the resolution recommended.

- Contribute to and recommend process improvements.

- Multi-task, prioritize and organize all tasks assigned to you.

• Provide technical remote support to the ATM's
• Thorough understanding of system applications and different modules of the ATM's; Documenting and providing timely updates on incidents as they occur.
• Solve client issues in an effective and timely manner as prescribed Service Level Agreement (SLA)
• Monitoring ATM transaction performance to ensure continuous operation, investigating down terminals and dispatching appropriate service personnel to resolve problem.
• Comprehensive knowledge about the remote services to come up with solutions for the
• Troubleshooting problems with high degree of accuracy.
• Reviewing Service requests and priorities them as per process.
• Take end to end ownership of customer issues reported & follow standard operating procedures & escalate to internal teams for quicker resolution
• Perform all the required tests on terminals diligently.
• Understanding of all the necessary critical check & steps.
• Knowledge on required documentation of module and notes summary.

• Software Deployment on users machines.

• Provide L2 Technical support (Only B2B) to all GE Employee worldwide.

• Key role of job is to handle technical issues related to Internet, MS Office, VPN, I-phone, Active Directory, Exchange & Other Core load Applications and Business applications etc

• Support includes Windows Operating System, Citrix Workstation Applications, Hardware/Software solutions for all laptops & related equipment provided by GE.

• Handling escalations by engaging the higher level teams.

• Support not limited to networking devices, Apple products & Blackberry

• Part of ITIL (Incident Management, change management)

• Having around 1 year 11 months of CS and Sales Experience in BT.

• Have good experience in Acquisition.

• Have excellent communication skills.

• Very Good in Handling the HLC’s.

• Very good in conversion of Sales.

• Good team player by participating in regular team meetings and status update meetings.