Support Engineer
Published date: 2024/01/10
- Location: Anywhere, Anywhere, India
Support Engineer - Dragon Medical will be responsible for providing excellent customer service, problem diagnosis and creative resolution for issues related to Nuance products and their supporting technologies/infrastructure. Actively contribute to ongoing process improvement. This position has daily contact with support staff, customers, peers, and/or internal/external customer base.
Responsibilities
• Provide friendly and helpful customer service as first point of contact via calls/chats/web cases.
• Provide technical support via Email, Chat, Web, and Phone channels to external and internal customers and create cases for every documented issue.
• Research, analyze, document, and manage resolutions to technical, operational and implementation issues related to Nuance products and their supporting technologies and infrastructures.
• Walk customers through installing applications.
• Basic knowledge of Windows troubleshooting, IT operations, responsibilities, workflow processes, and procedures to resolve most inquiries independently.
• Collaborate closely with technical and field services personnel, customer IT technical staff when needed.
• Availability for 24x7x365 staffing assignments (on-call) as required.
• Other duties as assigned.
Responsibilities
• Provide friendly and helpful customer service as first point of contact via calls/chats/web cases.
• Provide technical support via Email, Chat, Web, and Phone channels to external and internal customers and create cases for every documented issue.
• Research, analyze, document, and manage resolutions to technical, operational and implementation issues related to Nuance products and their supporting technologies and infrastructures.
• Walk customers through installing applications.
• Basic knowledge of Windows troubleshooting, IT operations, responsibilities, workflow processes, and procedures to resolve most inquiries independently.
• Collaborate closely with technical and field services personnel, customer IT technical staff when needed.
• Availability for 24x7x365 staffing assignments (on-call) as required.
• Other duties as assigned.
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