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Product Technology Lead

Gurgaon, HR
Job Code:
  • Banking & Finance
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Job Details

Case Processing & HandlingActs as a trusted advisor committed to delivering an excellent customer experience by applying expert product knowledge to provide solutions for complex cases, and onsite technical assistance/support for customers (as needed).Complies with ISO 9001 quality objectives and processes.Maintains a strong composer during customer, management, and peer interaction and requires minimum supervision with case processing and customer service.Develops, provides, and documents solutions and/or workarounds for customer problems following the Knowledge Centered Support (KCS) best practices.Contains a high competency level of the functions and modules within your product area and assists with creating and/or delivering technical training when necessary.3. Mentor Serves as a role model for new hires or ATSEs / TSEs / junior-STSEs, leading by example on technical, procedural, and customer handling issues. Provides coaching by working with the mentee on active case processing and quality service mindset. In addition to having regular follow up meetings to discuss their progress. 2. Local Technical Expert/Tactical Support Engineer Focuses on difficult technical issues to deliver timely high-end solutions to customers. Provides technical & service handling assistance to engineers who need help investigating customer issues. Closes gap between technical support, R&D, and Product Management to improve resolution efficiency. Effectively investigates all backline escalations; supporting issues at the product code level (read access) to provide recommendation to customers on workarounds, or to R&D on corrective maintenance. Drives significant product improvements with R&D, PM or Tech Pubs. Provides on-site support as needed and after hour support calls on a rotating basis (scheduled in advance or for planned engagements). Weekend Support Engineers (as needed or as per shift schedule) Provides in-office or backline support during the weekends with minimum R&D assistance and management supervision Supports planned engagements based on customer s requests. Assists peers with existing cases and completes weekend project assignments.
Additional Degree: BE/ B.Tech (Engineering) | BCA (Computer Application)

Experience: 5-7


Application Programming | Quality Assurance/Testing | System Administration
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