Hemmersbach GmbH & Co. KG Looking for Service Desk Specialist at Bengaluru, Karnataka Full Time

Hemmersbach provides IT infrastructure services in more than 190 countries with 50+ own subsidiaries. We deliver exclusively for the leading companies in the IT industry. As pragmatic problem solvers, we not only enthuse our customers, but also make the world a better place: 20% of our profits go into our Direct Actions Hemmersbach Rhino Force and Hemmersbach Kids’ Family. That’s why Hemmersbach is The Social Purpose IT Company.

Your Tasks

Monitor 3D Support Level 1 queues in CRM and other remote support tools.

Call customers, whose cases have been directed there based on their entitlement for support (warranty, contracts or T&M – Time & Materials) and follow the standard case handling procedures.

Gather comprehensive information from customer and troubleshoot technical issues in the areas of 3D printing technology, part quality, applications software, workflow software IT and networking.

Log and document complete case details and actions taken including troubleshooting steps, diagnostic, dispatching of parts and/or field engineers and proposed solution in CRM systems and channel partner dispatching tool when needed.

Elevate case to Level 2 support when needed be.

Keep customer (and Channel Partner if needed) informed during the whole case resolution process.

Follow up with customer, capture feedback and close case in CRM systems after confirmation of resolution.

Provide support to Field Service Engineers upon request.

Our Requirements

Degree level diploma in mechanical or electrical engineering, or equivalent

Degree level diploma in industrial design, material science or equivalent.

Desirable experience in Additive manufacturing technology, 3D printing software (Magics, Netfabb, Meshlab or similar), 3D modeling software (Solidworks, Catia, Solid Designer, etc).

Knowledge of customer service principles and practices in a call center or customer service environment and Delivery Processes will be valued

Proficient in computer applications (Office, Communicator), and Remote Support/Sharing tools knowledge will be valued.

Verbal and written language proficiency in at least one of the supported languages + English

Interpersonal savvy / customer service orientation.

Analytic evaluation and troubleshooting.

Displays technical insight and intelligence.

A team player with a responsible attitude.

Remaining calm under pressure & a self-motivator

Able to work independently with less supervision.

Good time management and operation availability

Decision making & pro-active abilities.

Capabilities of understanding process with priorities and applying to it in daily operation

Your Benefits

A secure job in a constantly growing international company

Strong team spirit and a great working atmosphere in a friendly team

Direct and open communication

Very good opportunities for professional and personal development

Mentoring programme to get you started with the support of an experienced colleague

Lots of room for your own ideas and suggestions for improvement as well as their quick implementation due to brief decision making processes

A company that is not only continuously commercially successful but also provides a sense of purpose: Hemmersbach Rhino Force is our environmental protection organisation protecting one of the most endangered species on this planet (rhino-force.org) and Hemmersbach Kids Family to take care the orphan