Deutsche Bank Hiring For L1 Support Engineer at Pune Full Time

Role Description
Support for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement. If no solution is available, L1 personnel will escalate incidents to a higher level of support. L1 would remain the only channel for the client to communicate with the support team.
The L1 – Support Engineer is responsible for providing high-quality technical support for PPT applications to customers, developers and prospects across the World through email, phone interactions, chats, desktop sharing with customers and by using incident tracking system. The job involves handling and resolving complex technical and functional queries from customers across the globe.
What we’ll offer you
As part of our flexible scheme, here are just some of the benefits that you’ll enjoy

• Best in class leave policy
• Gender neutral parental leaves
• 100% reimbursement under childcare assistance benefit (gender neutral)
• Sponsorship for Industry relevant certifications and education
• Employee Assistance Program for you and your family members
• Comprehensive Hospitalization Insurance for you and your dependents
• Accident and Term life Insurance
• Complementary Health screening for 35 yrs. and above

Your key responsibilities

• First and all subsequent contact to customer
• 24.7 support via phone and email
• Basic Level 1 troubleshooting, redirect to L2/L3 as required
• User ID Administration and Provisioning
• Search knowledge base to verify if reported problems are already known issues with a defined resolution plan
• Impact analysis with accurate classification of reported issues to ensure appropriate prioritization
• Qualification/replication of the reported issue in an appropriate customer environment
• Initial triage to isolate unsupported 3rd party issues from potential root cause
• Information gathering to ensure complete availability of details required for root cause analysis
• Provision of technical resolution or problem workaround
• Problem routing/escalation to second/third level support or third parties where required
• Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations.
• Extensively research and document customer technical issues.
• Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.
• Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
• Run monitoring reports for usage, performance, and/or availability.
• Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.

Your skills and experience

• Bachelor’s Degree in Computer Science Engineering (or related technical discipline)
• 5+ years of relevant experience in L1 technical customer support (voice and email), with a strong customer interaction experience
• Good debugging skills
• Passion to be a part of a hardworking and winning team
• Ability to multitask in a fast-paced environment
• Excellent ability to learn and articulate software-related and technical concepts
• Strong active listening skills and excellent written and oral communications skills
• Excellent Customer Service Orientation
• Strong attention to detail when communicating with customers (verbal & written)
• Experience on Service Now is good to have
• Strong documentation skills
• Working knowledge of SQL, Windows OS is good to have

How we’ll support you

• Training and development to help you excel in your career
• Coaching and support from experts in your team
• A culture of continuous learning to aid progression
• A range of flexible benefits that you can tailor to suit your needs

About us and our teams
Please visit our company website for further information:
Our values define the working environment we strive to create – diverse, supportive and welcoming of different views. We embrace a culture reflecting a variety of perspectives, insights and backgrounds to drive innovation. We build talented and diverse teams to drive business results and encourage our people to develop to their full potential. Talk to us about flexible work arrangements and other initiatives we offer.
We promote good working relationships and encourage high standards of conduct and work performance. We welcome applications from talented people from all cultures, countries, races, genders, sexual orientations, disabilities, beliefs and generations and are committed to providing a working environment free from harassment, discrimination and retaliation.

Click to find out more about diversity and inclusion at Deutsche Bank.