Job description

Requirements

  • Entry level
  • No Education
  • Salary to negotiate
  • INDIA, IN

Description

Stratus – Uptime for a Connected World


People count on Stratus when their important computer applications need to be up and running all the time. Current customers include credit-card and ATM networks, hospitals, utilities, securities and brokerage firms, 9-1-1 emergency call centers, and many other mission-critical deployments.


POSITION SUMMARY:

Stratus is expanding our customer service operation in Bangalore, adding Customer Service Representatives to our 24x7 Support Coordination team. This team performs a key role in our worldwide service delivery operation by performing first response to customer and partner requests across multiple service channels including phone, web, email and monitored alerts on a variety of hardware and software products. Responsibilities require a mix of strong customer service and general technical acumen to accurately assess incoming service requests and perform initial triage before escalating to service engineers for resolution. We are hiring for all shifts to staff a 24x7x365 service operation with an emphasis on outstanding English language skills (both verbal and written).


PRIMARY RESPONSIBILITIES:

Perform initial response to service requests from customers and partners of Stratus products in line with defined SLAs using phone, web, email and product monitoring tools.

Accurately assess and interpret the customer's description of the problem and create a clear concise support case record, including gathering relevant data and diagnostic files prior to escalating issue to the next support level.

Perform service entitlement, initial troubleshooting and problem determination using available tools and resources. Assist and provide resolutions to customers for known problems to expedite the support process.

Determine the severity of the customer problem and route to appropriate technical resource according to defined escalation procedures and SLAs.

Assist customers with service portal registrations and further grow adoption and use of self-service tools and resources.

Maintain high levels of data accuracy and quality within our customer service case management system.

Contribute to continuous improvement projects and assignments to achieve our global service objectives.


Minimum Qualifications:

High school diploma or equivalent; technical certificate or BS degree is a plus.

Minimum of two years customer service in a technology-based company having a broad understanding of hardware and or software technology.

Excellent English communication skills, both verbal and written are a must.

Ability to multi-task while maintaining a high level of organization.

High attention to detail and ability to adhere to process and procedures.


Stratus India office has been setup in Bangalore, India (partnering with ATG). It is established to perform activities for Engineering, Customer Service and IT teams. Engineering teams have been established to work on development and maintenance projects across product lines (ftServer, ztC, everRun) and operating systems (Windows, RHEL, ESX, VOS). Customer Service teams comprises of Customer service representatives, L1 and L2 support engineers. IT team performs IT support activities across various operating systems and functions.


Employees are offered wide range of benefits including good insurance policy, meals, vacation, PF, Gratuity and Leave encashment.

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