Engineer

• Front line support to handle customer calls, cases, and emails. • Ensure RMA requests are processed promptly and accurately. • Triage support cases based on severity level. • Applies documented troubleshooting steps to resolve routine issues. • Communicate clearly and precisely with customers and stakeholders in written and verbal form and maintain accurate and timely records in CRM. • Own and track customer issues using CRM. • Maintain communications with customers on the progress of their cases. • All communication should be professional, complete, well-formatted, and consistent with prior communications. • Work with members of other departments/teams to prioritize requests. • Meet individual case management, SLA, QA, and deliverables. • Handling cases based on priority and utilizing time effectively. • Ready to accept & improvise on Feedback from QA, MODs and Team Leaders • Should adhere to processes set by leadership team and ensure 100% compliance.