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SMB Solution Engineer

Job Description / Desired Profile:

  • Organization Unit: Technical Solutions Group
  • Division: Small & Medium Business Support
  • Location: Gurgaon
  • Principal Responsibilities:
    • Responsible to provide Frontline Pre-Sales Admin & order processing Helpdesk support to B2B clients
    • Answering incoming support requests, inquiries via telephone, email, ticketing system & IM’s to determine the user requirements & resolve their queries accordingly
    • Address Daily client queries & provide solution within the agreed SLA
    • Managing the daily open/pending issues and doing follow ups with the clients in a timely manner
    • Responsible for keeping the clients informed of progress on issues that can’t be resolved on first call      
    • Will be responsible for updating, sharing daily calls & tickets trackers
    • Understanding help desk priorities and objectives and taking an active role in accomplishing them
    • Shall be working in a fast pace 24*7 environment
    • Should help achieve client & company’s business goals
  • Required Skill Set (Technical + Soft Skills): Good knowledge of applications like MS Office, Adobe Reader etc.
    • Excellent verbal & written communication is a must
    • Should be quick decision maker, fast learner having the abilities to perform multiple tasks
    • Should be strong in documentation, analytical & problem solving skills
    • Should be strong in superior customer service and listening skills
    • Should be organized, result oriented and a team player having the ability to meet the deadlines
    • Should pay attention to details mentioned in the client request
    • Takes training that continues to develop interpersonal skills
    • Should be a team player
    • Should be able to manage his/her time, tasks & priorities
  • Education & Experience:
    • Graduates with 1-2 years of experience
    • Previous experience in Helpdesk support would be preferred
    • Previous experience in pre sales customer service or order processing will be preferred
    • People with prior knowledge about HP Enterprise products or experience will be preferred
    • Candidates with certifications in HP Enterprise products will be preferred
    • Candidate must have worked directly with US clients to understand language nuances and culture
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