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Home » Jobs » Fair Isaac India-Customer Support Engineer





FAIR ISAAC INDIA-CUSTOMER SUPPORT ENGINEER

 

Experience: 1 - 3 yrs.

Industry Type: Consumer Durables Consumer Durables

Functional Area: IT Software - Other IT Software - Other

Posted Date:  8/3/2007

Expiry Date: 12/31/2040

Fair Isaac Corporation (NYSE: FIC) is the leading provider of decision management solutions powered by advanced analytics. Fair Isaac solutions make mission-critical business decisions that are more precise, consistent and agile. Thousands of companies in more than 80 countries use Fair Isaac technology to acquire customers more efficiently, increase customer value and retention, reduce fraud and credit losses, lower operating costs and enter new markets more profitably.
Designation Customer Support Engineer
Job Description A member of the Helpdesk team responsible for providing level one call management to customers and internal employees of Fair Isaac. You will be expected to provide reliable and responsive contact management. Your role will require you to document, diagnose, resolve and close incidents working to standard operation procedures. You will have excellent communication skills, both verbal and written and be able to maintain a professional telephone manner at all times. You will form part of a group that will be expected to work shifts to meet a 24/7 operation.

Basic Function:

Be the first contact point to customers and internal employees of Fair Isaac for support calls.
Re-direct support calls from customers of Fair Isaac to the appropriate product services technical support group.
Log and resolve level 1 support calls raised by internal Fair Isaac employees.
Resolve support calls raised by internal Fair Isaac employees via email, internet or voice mail.
Be responsible for escalating support calls within established guidelines.
Desired Profile Major Functions:

Interact with the global workforce of Fair Isaac
Interact with global customers of Fair Isaac
Provide technical support using problems solving abilities to internal staff.
Identify, evaluate & prioritize customer issues & complaints.
Analyse customer problems & formulate plans of resolution.
Utilize all technical resources to solve customer problems.
Escalate unresolved calls to appropriate support specialist or service group.
Coordinate with onsite UK/US Workstation support team & various third party service providers.
Achieve high % first call/first touch problem resolution; high % individual & team customer satisfaction rating, low call abandonment rating.
Must adhere to standard Helpdesk Service Level Agreements defined.
Participate in on-going training & departmental experience.
Experience 1 - 3
Industry Type CRM / IT Enabled Services / BPO / Medical Transcription
Functional Area ITES / BPO / KPO / Customer Service / Operations
Education UG - Any Graduate - Any Specialization
PG - Any PG Course - Any Specialization
Location Bangalore
Keywords Technical Support Engineer / Helpdesk Engineer / Customer Support Engineer
Contact Amit Mathur
Fair Isaac India
Website http://www.fairisaac.com

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