G+D makes the lives of billions of people around the world more secure. We create trust in the digital age with integrated security technologies in three business areas: Digital Security, Financial Platforms and Currency Technology. We have been a reliable partner for our customers for over 170 years with our innovative solutions for SecurityTech! We are an international technology group and traditional family business with over 14,000 employees in 40 countries. Creating Confidence is our path to success. Trust is the basis of our co-operation within G+D.
The whole world trusts us when it comes to physical or digital currencies. We increase the security and efficiency of the cash cycle in collaboration with central banks and the entire currency industry. As the market leader in advanced currency management, would you like to join us in shaping the future of payments
Designation : Engineer - Global Support
Roles and Responsibilites :Global Product Support (Level 3) is entrusted with the following tasks in their function: Main Tasks:
- Monitoring and acceptance of allocated Service Requests (Cases), functionally escalated from L2 Support
- Creation of service requests in the ticketing system for requests from Regions, who do not use the G+D ticketing system
- Analyze service requests considering the SLAs and the priority
- Monitoring OLA times
- Extended Remote Support using Visual Support, Remote Access Services (RAS) or email / phone
- Solving issues, which could not be resolved at Regional Tech Support (Level 2) while respecting the SLAs
- Communication of status and solutions for service requests in the ticketing tool
- Documentation of problem-related solutions with the help of knowledge articles, error tree updates, etc.
- Routing (functional escalating) service requests, that cannot be resolved in L2 Support, to further processing organizational units, taking into account the applicable OLA's
- Interface management towards Level 4 with internal (Quality Management, R&D, Adaptation,) and external support partners even outside the G+D ticketing system
- Initiation of hierarchical escalations if necessary
- Demanding know-how transfer from Training and L4 Support to constantly improve the skill level
- Providing know-how via (online) training, newly created knowledge articles, documentation reviews etc.
- Further development of processes as part of the continuous improvement process in order to increase customer satisfaction and optimize service provision
- Data exchange folders (ID Gard boxes) creation and maintenance of
- Contribution to continuous service improvement towards a global, efficient and transparent structure to increase effectiveness and efficiency
- Deriving continuous product improvement
Special Tasks:
- Processing technical spare parts clarifications
- Providing onsite support to customers on special request where highest service skills are needed to solve service requests
- Contribution to continuous service improvement towards a global, efficient and transparent structure to increase effectiveness and efficiency
- Identification of new business opportunities
- Deriving continuous product improvement
Requirements:
- Degree/diploma in engineering with many years professional experience in technical service in various support levels
- Strong service mentality and the ability to successfully carry out systematic problem analyzes even under pressure
- Taking over responsibility, handling customer and colleagues with respect
- Communication : Fluent in spoken and written English and Hindi
- Strong Analytic skills
- Good Knowledge of MS Office : Excel, Word, Power point
- Knowing Power BI will be an added advantage
- Minimum experience of 7 years in handling customer support
