BriefCase
BriefCase

Support Engineer Job in Quick Heal

Support Engineer

Quick Heal 4+ weeks ago
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Job Summary

Position description:

  • To assist customers/partners for Seqrite-Enterprise security products for Configuration, Deployment, Feature understanding, upgradation and issue resolution. This team acts as Frontline team to answer customer/Partners queries on Toll free, chat and e mail cases at TSC and to answer direct calls or on-site schedule at Branches. Provide world class customer experience while working with customers/partners, ensure resolution to their queries or escalation to the next level if not Resolved.

Primary Responsibilities:

  • Maintain monthly self productivity score of more than 85% considering daily cases/calls/Chats/E-mail/remotes cases, SR Activities handled/closed, Knowledge sharing/upgradation activities, Participatio
  • Maintain monthly self Technical Quality Score of more than 80% ( Call/E-mail/Remote/Bug)
  • Maintain monthly Self Soft Skill Quality Score of more than 80% (Call/E-mail/remote/Bug)
  • Maintain monthly Self Technical Test Score of more than 80%
  • Maintain monthly self CSat Score of 75% or more with at least 10% Conversion Ratio
  • Maintain monthly self FDR Score of more than 90%( Cases closed within 24 Hrs)
  • Maintain Average Call Handling time < 11 Min for EPS and
Experience Required :

Minimum 4 Years

Vacancy :

2 - 4 Hires

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