Customer Support Engineer at Movate Chennai | 0-2 Years

Customer Support Engineer

Primary Responsibilities

• Communicate clearly with customers through written and verbal channels and maintain accurate, timely records in the case tracking system.
• Take ownership of assigned tasks and coordinate with other teams when required.
• Ensure assigned activities are completed carefully and within the defined timelines.
• Analyze and document issues, suggest appropriate solutions, and escalate concerns to the leadership team when necessary.
• Work effectively in a fast paced and challenging support environment.
• Organize ideas and deliver messages clearly based on the audience and situation.
• Follow established processes and policies while demonstrating company values.
• Collaborate with team members and serve as a positive example within the team.
• Share daily status reports before logging out.
• Use strong problem solving abilities to handle complex situations professionally.
• Provide direct assistance to external customers via phone and electronic communication.
• Understand storage infrastructure and related components.
• Manage multiple priorities, coordinate across teams, and handle tasks efficiently.
• Work within enterprise environments and adhere to standard operating procedures.
• Contact customers when needed to troubleshoot and resolve issues.
• Ensure cases and emails are addressed during the assigned shift without backlog.

Additional Requirements

• Meet individual case management service level targets and performance metrics.
• Maintain full ownership of cases and follow the correct routing procedures.
• Minimum typing speed of 40 WPM.

Preferred Skills

• Familiarity with Hitachi Vantara products or other enterprise storage platforms.
• Basic knowledge of storage technologies.
• A college degree is preferred.