PARTNER CONSULTANT - eCommerce Application Support

Job description

**JD for Technical Support Engineer ? Level 1** Req No: 423 Designation Technical Support Engineer Project Name CDS Visual Number of position(s) 01 Background **Who We are** Dover is a diversified global manufacturer and solutions provider headquartered in Downers Grove, Illinois, USA with revenue of over $7 billion. We deliver innovative equipment and components, consumable supplies, aftermarket parts, software and digital solutions, and support services through five operating segments namely Engineered Products, Clean Energy & Fueling, Imaging & Identification, Pumps & Process Solutions, and Climate & Sustainability Technologies. Recognized for our entrepreneurial approach for over 65 years, our team of over 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Dover trades on the New York Stock Exchange under "DOV." **Our Culture** Dover India runs business ethically and responsibly. Our work environment is driven towards excellence. We strive to manufacture best-in-class products and solutions at par with the latest market trends and technology. We also feel committed to nature hence we go that extra mile to be sustainable and reduce our ecological footprint. We enable our workforce to scale up and Doverites are the core asset of Dover India. We provide an open work environment where everyone is encouraged and enabled to upscale and upgrade their skills and performances respectively. Our culture is imperative to us, and we all are happily bonded by it. We seek people who bring an ownership mindset to their work, who see beyond what is possible today and who share our relentless pursuit of better. We empower our people to take an ownership mindset by making close-to-the-customer decisions with the leverage of Dover's scale, tools and expertise. At Dover, we understand the importance of commitment and hard work. To continue to fuel our success, we?re always looking for ambitious and exceptional employees who want to be an integral part of a fast-paced environment for a world-class corporation. **Job description:** The Technical Support Engineer (TSE) Level 1 will have sufficient product knowledge and experience to resolve general inquires and the majority of technical support issues received from customers and internal & external partners around the globe. This includes pre & post production support and monitoring the system through Alerts. A TSE Level 1 is the first escalation point within the Support organization. The TSE Level 1 is capable of and responsible for performing the tasks of a Level 1 Customer Care Specialist, when needed. The TSE will work on issues and provide a resolution to the customer in a timely manner according to SOP?s. Mandatory Skills - The ideal candidate will have a degree in Computer Science or Electrical Engineering, and/or a minimum 3 years experience in providing customer/technical support. - Must have in-depth knowledge of various Microsoft Windows Operating systems - Ability to demonstrate a working understanding or fundamental knowledge of digital imaging (CAD) technology - Experience in providing contact center support - Experience utilizing call management and trouble ticketing systems - Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts, drawing valid conclusions and appropriate resolutions - Excellent oral and written communication skills(Must speak fluent English) - Effective listening skills - Possesses strong customer relation skills - Ability to prioritize appropriately and multi-task effectively - Strong problem-solving, analytical, follow-up skills and detail oriented - Strong team player - Demonstrates flexibility - Ability to work effectively under pressure in a fast-paced, changing environment Experience 3- 5 years Key Responsibilities - Diagnose, isolate and/or resolve Level 1 technical software and Infrastructure issues - Problem diagnosis, root cause analysis (work with L2/product development team) & corrective action - Handle requests presented from any customer, partner or site worldwide - Respond to email requests received, in accordance with service level agreements, SOPs and performance metrics - Handle cases assigned over, due to differences in time zones & work balancing - Identify and escalate priority issues appropriately - Generate Out of Production notifications - Perform all required tasks in a timely, professional manner and within service level objectives - Provide responsive and effective solutions - Interact effectively and coordinate appropriate resources to resolve issues, satisfy and retain customers - Continuously strive to increase product and business knowledge - Provide product training to Level 1 and act as a mentor to new Technical support personnel - Provide recommendations for process improvement - Provide ad hoc reports and perform other support & office duties, as assigned Optional Skills NA Work Location Remote Working in shifts NO Qualification (Education) Education: ? Bachelor's degree in Computer Science, Engineering, or related field, or equivalent practical experience. Time to fill 15 Days Hiring Manager Name Chandrashekar KN OpCo CDS Billing Type Billing to DIIC Interview panel for 1st Round Satya Priyanka Interview panel for 2nd Round Chandrashekar KN Contract Duration 31st Dec 2026 Rec Date 12th June 26 SOW signing authority Tushar