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Global Support Engineer

Location:  Gurugram
Stellen-ID:  24556

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!

 

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

 

$$ 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=24556&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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