Philips Technical Specalist-Customer Service in Bangalore, India
ICAP service team focuses on service delivery, service innovation and technical support. This role is an extended team of NA E2E Delivery team from Bangalore remote center.
We’re looking for a passionate, customer focused and experienced IT professional with the background of networking, windows and security knowledge, who will be part of Remote center providing support to customers. The Technical support engineer needs to work closely with North America E2E team and provide remote support meeting/exceeding the Key performance indicators.
Key Areas of responsibility
Provide remote technical support to North America E2E team.
Needs to work remotely and provide support over phone to resolve customer issues.
Needs to work in flexible shifts to support 24/7 model (“Any 40 hours” in a week) as the need of the business (decided by NA team’s needs).
Needs to primarily support US time zone (day as well as after hours)
Meet/Exceed the KPIs for NA Tier2 support team
Monitor the ISP system installed at the customer site for system health
Diagnose and resolves technical hardware, software, and networking issues via remote
Experience & Qualifications
Excellent verbal communication and written communication
Good understanding of the field (handling customers directly)
Ability to communicate effectively with US customers is a must
Should exhibits good listening and comprehension.
Prior experience working with US customers is an advantage
Relevant technical degree, (Computer Science, IT – an advantage)
Flexible working time (mandatory that the person is ready to work as a team with others supporting different shifts as per the business need)
Learn the product and become an expert to solve maximum calls remotely for L1 support