WEEKEND DRIVE || WATCHDOG SUPPORT ANALYST BANGALORE IN INDIA

Designation Watchdog Support Analyst Roles and Responsibilities This position will be based in our Support Center, located in Bangalore, India. Our support organization is focused on customer satisfaction and comprised of highly skilled and well-motivated Support Analysts. This position will be a part of a high volume call center with expectations around excellence and efficient resolution for application support incidents. This position will monitor The Company's Watchdog customers using SonicWALL's SGMS product, and perform initial customer contact to resolve Internet connectivity issues. The candidate will Interface with The Company customers, ISP personnel, and Platform Services field personnel to resolve these issues. Some network configuration, installation and troubleshooting work included on SonicWALL firewalls. Essential Responsibilities: Your primary job function is to provide Technical support via phone/email/Web: Monitor The Company's Watchdog customers using SonicWALL's SGMS product, and perform initial customer contact to resolve Internet connectivity issues Additional responsibilities could involve firewall and customer licensing enrollment, installation, configuration and troubleshooting activities, virus management configuration, and content filtering configuration. Customer service focused, detail oriented, ability to work in a quickly changing environment, and excellent phone and English language skills Respond immediately to client calls in a professional manner, providing appropriate solutions and advice Interact with clients in performing testing, support and troubleshooting technical functions remotely Ensuring Service Quality levels are maintained and adhered to Ensuring all issues are handled in a timely manner Reviewing outstanding issues, ensuring clients are kept informed of progress Meetings results every Q1, Q2, Q3 and Q4 Skills 2 years’ experience supporting and troubleshooting Networks Knowledge of NetworkTelecom terminology and concepts Familiarity with ISP internet connectivity and troubleshooting Some knowledge of TCPIP network configuration desired Network configuration, installation and troubleshooting on SonicWALL firewalls desired Desired Characteristics: Able to handle a high volume of calls. Ability to handle multiple tasks(calls, chat, emails, CRM system) Excellent customer service skills. Troubleshooting, minimum of two years related experience Basic knowledge in networking, telecom, and peripheral devices Additional Information Experience: 2 - 5 years Education: Graduate Location: Bangalore Key Words Watchdog Support, Network Engineer (Voice), SonicWALL's, Oral and Written Communications, NetworkTelecom terminology, ISP, firewalls, TCPIP network configuration, Technical support via phone/email/Web, high volume of calls, customer service skills, networking, telecom, and peripheral devices, priority speed or efficiency, solve a complex problem. Qualification: Any Graduates