General Customer Service
: Job Details :

Company: NEC Corporation India Private LimitedEmployment Type:Office Location: Noida, UP, IN, 201305Work Location: Office BasedDescription:Experience: 1-3 YearsJob Overview:We are seeking a highly motivated Service Desk Engineer to provide exceptional technical support and customer service to our clients. The ideal candidate will be responsible for managing incidents and service requests, ensuring timely resolutions within defined Service Level Agreements (SLA), and maintaining a high level of customer satisfaction. A good understanding of Linux systems, networking, and troubleshooting, combined with strong communication skills in English, will be essential.Key Responsibilities:Serve as the primary point of contact for all incidents, service requests, and inquiries, ensuring each has a designated owner and is resolved within the SLA.Monitor, track, and manage issues through the CRM process, ensuring no incidents get bottlenecked and are resolved efficiently.Provide support by understanding customer needs, mapping workflow processes, and analyzing technical requirements or gaps.Analyze technical problems reported by end users via email, calls, or chat, and provide the first level of business perspective solutions.Ensure continuous support to clients and stakeholders, proposing resolutions and managing customer expectations.Track all cases to ensure timely responses, maintaining updates on incident status, progress, and history in the CRM.Monitor ongoing service requests and incidents, ensuring timely communication to end users.Collaborate with senior teams and stakeholders to resolve escalated issues and monitor the status of incidents.Ensure contributions towards the overall Total Customer Experience are met and maintain a high standard of service quality.Create and update knowledge base articles to document solutions for recurring issues.Ensure stability of the network and hardware infrastructure by monitoring and troubleshooting when necessary.Skills, Knowledge, and Experience:Linux: Basic knowledge to maintain and develop Linux infrastructure uptime services and troubleshoot Linux-based servers, hardware, and applications.Understanding of REST API and experience with the curl command line tool.Networking: Ability to troubleshoot network monitoring problems effectively in a network/infra monitoring environment.ITIL Knowledge: Case management, ticketing tool lifecycle experience.Technical Tools: Proficiency in MS Office (Excel, Word), and experience with computerized data entry and network monitoring tools.Communication: Strong interpersonal, verbal, and written communication skills. Bilingual proficiency (Japanese and English) is a plus.Strong analytical skills and attention to detail.Customer Service: Experience managing service requests and incidents, meeting quality assurance requirements and performance metrics.Certifications: MCSE, MCP, ITIL certified professionals preferred.Availability: Ability to work in a 24/7 environment and in rotational shifts.Preferred Skills:Basic knowledge of Windows, DBMS, and advanced MS Office tools.Experience in software development or support roles is an advantage.Specialization DescriptionGeneral Customer Service includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers.Level DescriptionAn experienced support level position that requires a basic knowledge of a given job area and tools, typically seen through work experience as well as vocational or technical training. Works under moderate supervision. Problems are typically of a routine nature, but may at times require interpretation or deviation from standard procedures.Headquartered in Japan, NEC is a leader in the integration of IT and network technologies. With over 123 years of expertise in providing solutions for empowering people, businesses, and society, NEC stands tall as a champion in enabling change and transformation across the globe.NEC India has proved its commitment to orchestrating a bright future through its diverse businesses from Telecommunications to Public Safety, Logistics, Transportation, Retail, Finance, Unified Communication and IT platforms, serving across the public and private sectors.With its Centre of Excellence for verticals like Analytics platform solutions, Big Data, Biometrics, Mobile and Retail, NEC India brings to the table, innovative, seamless solutions for India and across the world.NEC India is headquartered in New Delhi and has its offices panned across the country.Specialties:IT & Networking Solutions, Unified Communication Solutions, Safety and Security Solutions, Integrated Retail Solutions, Data Centre Solutions, Safe and Smart City Solutions, Transportation Solutions, SDN Solutions, Carrier Telecom Solutions, and Solutions for Society.#J-18808-Ljbffr