Job Summary

Locations:

Hyderabad / Secunderabad

Experience:

2 – 5 years

Keywords / Skills :

Veritas Netbackup, Symantec Netbackup, Infoscale, Netbackup Technical support

Function:

• Customer Service/ Call Centre/ BPO
• IT

Role:

Technical Support Representative (Non- voice)

Industry:

IT/ Computers – Software

Summary:

Posted On:

20th Apr 2016

Job Ref code:

STTSV01

Technical Support Representative (NetBackup / InfoScale)

Under general supervision, in a 24/7 in-bound call center environment, Technical Support Representatives will serve on the Veritas Technical Support team to provide 1st call support to Veritas NetBackup and InfoScale customers by performing a question diagnosis, providing issue resolution or escalating to the next level of support as needed. Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting email issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Representatives will perform related work as required.

Duties and Tasks/Essential Functions:

· Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet, and email (estimate 25% via phone; 75% via email)

· Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;

· Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;

· Research required information using available resources;

· Follow standard processes and procedures;

· Identify and escalate priority issues per Client specifications;

· Redirect problems to appropriate resource;

· Accurately process and record call transactions using a computer and designated tracking software;

· Follow up and make scheduled call backs to customers where necessary;

· Stay current with system information, changes and updates

Skill and Knowledge Qualifications:

· 3 years of call center and/or admin experience with Veritas NetBackup and Infoscale

· Proper phone etiquette;

· Ability to speak and write clearly and accurately;

· Demonstrated proficiency in typing and grammar;

· Knowledge of relevant software computer applications and equipment;

· Knowledge of customer service principles and practices;

· Effective listening skills;

· Willingness to co-operate with others and work to the greater good;

· Multi-tasking capabilities;

· Estimate 4-5 calls per week; 5pm to 8am Central Standard Time (US), weekends and US Holidays

Competencies:

· Exemplary Attendance and Punctuality

· Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.

· Focuses and guides self and team members in accomplishing work objectives.

· Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.

· Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener.

· Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.

· Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.

· Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.

· Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.

· Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.

· Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions. Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.

· Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.

· Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

Conditions:

· Must be able to sit for long periods of time:

Veritas NetbackupSymantec NetbackupInfoscaleNetbackup Technical support

Saven Technologies is an MNC, based in Hyderabad started in year 1993. Saven Technologies is an information technology service provider that specializes in planning, managing and implementing technology driven business solutions with offices in the United States, UK and India. Saven offers consulting services on an onsite, offsite and offshore basis. Saven also develops products and reusable components complementary to its consulting operations that enhance immediate and measurable value for its clients and Saven supports a broad range of customers in public and private sector.

Saven is committed to:

> Being unique in its total execution to meet customers" expectations of service

> Continuing to grow aggressively as a leader in leading-edge technologies.

> Being identified as an excellent place to do business and work.

> Continuing to improve and adapt its resources and processes to be effective in the market conditions

> Being recognized as a company with a specific mission.

> Clearly defined and consistently followed in all areas.

Quality Policy:

Saven employs the JIT (Just in Time) philosophy to ensure the delivery of in time, within cost solutions. Saven’s new XP-Extreme Programming model based on international standards ensures that every programmer performs as a powerhouse of activities from testing to designing, through coding components.

Saven is a result-oriented company whose success is directly related to the exceptional performance & Professional accomplishments of our employees. We offer our employees a challenging, dynamic and diverse work environment that promotes and encourages professional achievement.