Company Name : Secure Meters Ltd
Company Profile : Since introducing India"s first electronic meter in 1988 for power, Secure has come a long way. We now serve customers in over 50 countries with 7 locations worldwide with a workforce of over 2000 with our smart metering products, and electricity management solutions. We invest substantially in R&D with a team of over 500. Every electricity company of India is a valued Secure customer. Secure products, systems and services reflect an understanding of customer needs, allowing us to provide solutions they need. The smart metering systems developed by us help conserve energy on the one hand and combat energy theft on the other. Secure however, is now moving away from the traditional metering industry. While we operate in the same markets, our focus is on energy conservation. Using the platform of metering, Secure is now strongly committed and focused on energy conservation. Whether be it industry, commercial establishments or homes, our equipment and services helps the consumer understand their use patterns and thereby control their energy use.
Company Website : www.securetogether.com
Job Description :
Job Designation : Global Helpdesk Member
Job Description :
1. Ensure proper handling of GBSM support related phone calls and service requests (SFE/SMSO application and features, Meter feature, Meter installation/ troubleshooting Meters pairing and communication, WSE Insight, Asset Health Management, Ad-hoc diagnostic, OTA tool and also provide 23 smart services support etc.)
2. Ensure proper handling of database related service requests (meter upload/ meter movement/ tariff ID update/ tariff publish/ tariff table group definition/ new clem definition/ clem batch creation/ client feature matrix definition / meter type definition/ database exception/ critical alert handling /problem simulation on test environment/ meter reading analysis/ patch generation/ HHU file processing/ meter roll back/ meter key generation and transfer/ utility creation and migration / vasco definition at DB level etc.)
3. Ensure effective progress of pending service request, monitor daily assigned pending service request and take appropriate action for quick resolution. Proactively escalate unresolved / pending service request to cross function department to avoid unwanted escalation. Identify root cause of critical incident; publish incident report to internal stakeholders along with corrective action.
4. All assigned service request will be resolve within agreed SLA. Define priority levels and response time of each assigned service request for different customer accordingly, at the same time also ensure that all service requests are logged/ updated in EBiz with appropriate resolution comments and make sure satisfactory closer of service request.
5. Ensure availability as per defined shift roster accordingly. Also ensure 24*7 availability of self to provide onsite /off site support on off day or odd hours to meet business urgency/demand.
6. Attend monthly review meeting with support team along with line manager, analyzes competence gaps and proposes training requirement / evaluation criteria to enable helpdesk team members for next level support.
7. Plan for new learning/ self-learning and take initiative to undertake next level support from NPI resources and minimize NPI involvement in support activities.
8. Ensure that data confidentiality and Integrity is maintained while dealing with customer specific features and accounts. Ensure proper rights delegation maintain appropriately.
9. Prepare various process self-help documents/ FAQ / checklist/ knowledge base related to support activities and placed at central repository /shared location so customers/employees can try to fix problems themselves.
10. Responsible for running assigned activities during schedule change activity, planned maintenance (data archival etc.), monthly transaction report generation, data retrieval, error simulation on test environment and system upgrade.
11. Make healthy coordination with global customers, internal and external stack holders including NPI, Marketing, Production, and IT department.
12. Provide the various data / information for trend analysis, other MIS generation (vending transaction report, meter information and customers support report) etc. as per need or schedule to internal / external users.
13. Ensure to receive global prepayment customers calls in case support team members are either busy in other call or absence in shift.
14. Manage the upcoming support related to new project like SFE, SMSO, GBSM delivery etc.
Skills :- Willing to work in shift/ 24*7 support environments.
- Excellent communication skills and ability to interact with global customers.
- Excellent problem solving and analytical approach.
- Basic awareness Windows, Linux, IIS, IT, NSP and client server architecture.
- Basic understanding of Oracle and Postgre SQL.
- Basic knowledge of utility prepayment system
- Excellent analytical / problem solving skills
- Excellent team player.
- Proficient in MS Office.
Job Location : Udaipur
Salary : As per comapny.
Educational Qualification : B.Tech/B.E. - Computers, Electrical, Electronics/Telecommunication, BCA - Computers
Experience Required :
- Minimum 3-5 years of experience in the Industry with good understanding of Networks, Firewalls, TCP/IP.
- At least 1 years of customer service experience, if in International then it is preferable.
Apply Mode : Online
Apply Job : Click Here
Contact Details :
Recruiter Name : Mr. Mahesh Verma
Contact Company : Secure Meters Ltd
Telephone : 01244670248
Email : mahesh.verma@secureservices.co.in
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