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Engineer Global Support

Location:  Gurugram
Stellen-ID:  25468

When it comes to digital, physical or electronic payments, the whole world trusts Giesecke+Devrient. Now you too can discover your passion for the world of payment systems. G+D Currency Technology is a globally active high-tech company headquartered in Munich, Germany. As a trusted partner of central banks and the entire currency industry, we increase security and efficiency in cash circulation. Our 160 years of experience – combined with new, digital solutions – makes us the world market leader in Advanced Currency Management. As part of the G+D Group, we offer a wide range of development opportunities in an international, family-owned company, with more than 11,000 employees worldwide. We are convinced that the key to success is in the diversity of our employees. That’s why it depends on you personally – let’s shape the future of currencies together!

Position : Engineer Global Support

Location : Gurugram

 

The Support Expert (3rd Level Support – SW/HW) supports requests from Tech Expert (2nd  Level Support) in solving technical queries for the respective products (Compass Cash Center, Compass Casino Connect, etc.). He/she processes routed, functionally escalated customer inquiries and provide solutions. The Support Experts are the focal points to involve further Organizations providing L4 Support (e.g., Quality Management, R&D, TPMs, external suppliers etc.).

Knowledge Transfer into Service and through different service levels is at all times ensured. Continuous improvement in quality and efficiency is his/her day-to-day charter.

The Support Expert (3rd Level Support – SW/HW) impacts in these main areas:

  • Effective and customer-oriented expert support concerning complex issues for the focused products
  • Monitoring and acceptance of allocated Cases routed from L2 to L3 Support,, fulfilling internal OLAs and customer SLAs to drive customer satisfaction
  • Detailing of customer requests forwarded from L2 Support and identification of the most effective solutions for customer’s problems in MS Dynamics Tool
  • Detailed problem analysis, remote identification of a solution (via phone, e-mail, remote or visual support) and documentation in the Field Service and Support Management System (TopDesk / Dynamics)
  • Regular communication of status and solutions for requests via the Field Service and Support Management System
  • If required, provision of on-site support (troubleshooting, complex solutions, answering very complex technical customer questions) to solve very complex problems
  • Documentation of problem-related solutions with the help of knowledge articles, error tree updates, etc.
  • Providing know-how via (online) trainings, knowledge articles, documentation reviews etc.
  • Identification and categorization of customer inquiries that require further support and forward them to the respective specialist (Level 4 in R&D, Integration, Quality) in case of product change requests, upgrades, quality matters, etc.
  • Central point of contact to involve further non-service experts (Level 4) like Quality, R&D, OEMs and management of interaction and sparring with those
  • Contribution to continuous product improvements by raising quality notifications or change requests
  • Constant optimization of end-to-end support workflows, governance and tools through consolidation of customer feedback and initiation of corresponding action
  • Driving escalations to resolution


The Support Expert (3rd Level Support - GDM) closely cooperating with Global: Training, Knowledge & Technical Communication, R&D, Product Quality
Regions: Tech Expert (2nd  Level Support)

 

Requirements:

 

  • Personality / Skills / Professional Qualification & Experience
  • Engineering degree in Computer/IT/Electronics/Electrical with many years professional experience in technical service in various support levels
  • Minimum 5-6 Years experience in SW support is required
  • Demonstrated skills in operating systems (MS platform – (SERVER200x, CITRIX) and skills in database systems (MS SQL 200x, Oracle). 
  • Working knowledge of used programming languages (e.g. JAVA, .NET, ) and have excellent ability to communicate and work effectively with other team members in a multicultural and international environment. 
  • Working Knowledge of Networking
  • 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
  • Fluent in spoken and written English
  • The ability to make recommendations for continuous quality improvements in all areas of accountability. 
  • Flexibility to work long hours as necessary and able to handle high pressure in a professional manner


 

 

 

$$ We are an equal opportunity employer! We promote diversity in all its forms and create an inclusive work environment, free from prejudice, discrimination and harassment, in which all employees feel a sense of belonging. We warmly welcome all applications regardless of gender, age, race or ethnic origin, social and cultural background, religion, disability and sexual orientation. 

 $$  $$ $$ $$  $$ https://career5.successfactors.eu/career?company=gieseckede&career_job_req_id=25468&career_ns=job_application

We are looking forward to receiving your application!
Giesecke & Devrient India Private Limited
Plot No. 02, EHTP, Sector - 34, Gurugram – 122001
www.gi-de.com/careers
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We provide security solutions for over 145 central
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