Job Description:

We are looking for a Technical Support Consultant to provide exceptional service to customers, assisting them with software and service upgrades, troubleshooting issues, and ensuring the smooth functioning of technical operations. This role involves customer consultation, problem escalation, and proactive support to enhance customer satisfaction.

Responsibilities:

1. Customer Consultation:

• Advise customers on software and service upgrades to improve functionality and availability.
• Guide customers in utilizing self-service tools, such as the SERVICO knowledge base, for efficient problem resolution.

2. Troubleshooting and Escalation:

• Address and resolve customer issues using standard troubleshooting techniques.
• Escalate unresolved problems to Technical Support Level 1 when necessary.
• Assist in replicating and diagnosing customer issues in a technical support lab.

3. Call Management and Documentation:

• Record all incoming calls in the call tracking system with accurate details.
• Maintain organized records of customer interactions and resolutions.

4. Field Support Coordination:

• Collaborate with Field Service Engineers for on-site troubleshooting when required.
• Dispatch Field Service Engineers to provide on-site services as necessary.

5. Technical Support Lab Management:

• Support the maintenance of the local technical support lab.
• Recommend and implement lab enhancements to improve operational efficiency.

Preferred Qualification:

Technical Skills:

• Proficient in Windows, Excel, Word, Networking, and personal computers.
• Demonstrated ability to understand and explain technical information effectively.

Problem-Solving Skills:

• Capable of diagnosing and solving customer problems remotely or via telephone.

Communication Skills:

• Strong verbal and written communication skills.
• Fluency in English and Hindi for effective customer interaction.

Other Requirements:

• A proactive approach to customer engagement and problem resolution.
• Attention to detail and the ability to manage multiple tasks simultaneously.

Additional Details:

Founded in 2006, Mantra is an undisputed leader in Biometrics & RFID industry in India. Fingerprint Scanners and IRIS Sensors are the primary products of Mantra. Mantra's focus is to provide innovative products and solutions with a set of innovation. Mantra emphasizes to promote intellectual qualities in an individual and amongst the team to provide the best solutions before various clients in a cost effective manner.