L2 - Technical Support Engineer - Voice
- Azuga Telematics
- 3 - 8 years
- Bengaluru
- 5 years ago
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Job Description
L2 Technical Support*** Excellent communication ***
*** Night Shift Only ***
*** Voice Process ***
About Azuga
Azuga is a global leader in the connected vehicle space serving commercial fleets, insurance companies, governments, and automotive ecosystem suppliers. Azuga is backed by Sumeru Equity Partners and Danlaw, Inc. a company with 35 years of experience in automotive electronics.
We are headquartered in Silicon Valley, but all of our engineering and product management is based in Bangalore.
Our IOT platform offers several products for different verticals: Enterprise fleets; Insurance companies and Governments. Big Data is a core part of our technology offer. We have a growing team and are looking for experts like you to join our team. Azuga Bangalore is one of the largest IOT companies in India.
We have a global footprint with a strong presence in the US, spread across UK and Europe. We are now penetrating the Indian and emerging markets of South Asia.
We are a team of highly trained and innovative developers and data scientists. We truly believe that we have offered unprecedented freedom to develop and innovate, including spinning off ideas into new companies and turning product managers and tech leads into business unit heads of these new verticals and companies.
Purpose
Level 2 support personnel assist with common mid-level technical questions related to software set-up & questions, general device maintenance, and usage, as well as applying technical solutions to issues that have established resolution methods.
Level 2 technicians are more experienced and knowledgeable in technology areas, are capable of advanced technical troubleshooting and analysis methods. Technicians will be responsible for assisting training Level I personnel in solving basic technical problems as well as meeting both the customer and business needs.
Familiarity with SQL, APIs, IoT based GPS solutions is highly desirable. Being highly dynamic is a must
Key Responsibilities
Provides assistance and technical support to L1 personnel/users
Receives and responds to calls and e-mails reporting problems and/or requesting assistance; provides technical advice; walks L1 personnel/users through the problem resolution and explains system procedures
- Analyze system data and customer history to proactively identify emerging and/or systemic customer issues and/or problems. Follow the defined process to escalate leading indicators to the proper level of supervision
- Communicate technical needs from customers & field representatives to in-house engineering departments and provide updated technical information to the field
- Work to develop and improve best practices and phone agent skills to achieve maximum first call resolution and minimal repeat customer questioning
- Provide training on the product and features to L1/customer
- Assist in providing advanced Technical Support and problem resolution
- Support L1 Support representatives with requested or required technical support
- Take an active role in weekly service alert calls and problem resolution meetings
Requirements & Experience
- Bachelors Degree in Science or equivalent work experience within product line desired
- A minimum of 3-4 years experience in a support, service, or an analytical laboratory environment performing duties similar to product end users in the above- mentioned techniques is required
- Customer service experience desired
- Effectively communicate technical information in both written and verbal form to internal and external customers
- Ability to resolve problems through research and critical thinking and obtain resolution independently via technical resources including manuals and databases, etc.
- Strong team player, works well with peers within and across organizations
- Ability to handle multiple competing priorities in a fast-paced environment
- Always customer focused and do what is right for the customer
- Excellent interpersonal, and oral/written communication skills
- Great organizational skills and an eye for details
- Leadership Values & Associated Behaviours
Vision and Purpose
- Teamwork
- Innovation
- Developing People
- Customer Commitment
- Performance
Technical Skillset:
- Basic understanding of SQL is a must
- Basic understanding of Unix commands or shell scripts is a must
- Understanding of REST APIs and integration know how is good to have
Job Classification
Industry: IT-Software, Software ServicesFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Voice
Role: Voice
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any Specialization, Graduation Not RequiredPost Graduation: Post Graduation Not Required, Any Postgraduate in Any Specialization
Doctorate: Any Doctorate in Any Specialization, Doctorate Not Required
Contact Details:
Company: zuga Telematics Pvt LtdLocation(s): Bengaluru
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Keyskills: Unix Customer Service Automotive Electronics Problem Resolution Calling Big Data Voice Process Customer Focus SQL Communication Skills Linux Providing Training Technical Support
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Azuga Telematics
Azuga Telematics Private Limited Azuga is a global leader in the connected vehicle space serving commercial fleets, insurance companies, governments, and automotive ecosystem suppliers. Azuga is backed by Sumeru Equity Partners and Danlaw, Inc. a company with 34 years of experience in automotive...
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