Job Description

Overview:
As one of the world\'s leading analytical instrumentation companies, Bruker provides advanced solutions in various fields of research and development. With a focus on improving product safety, accelerating time-to-market, and enhancing the quality of life, Bruker has been driving innovation in analytical instrumentation for over 60 years. With a global presence spanning over 90 locations and a dedicated team of 7,500 employees, we are committed to delivering excellence in our industry. Responsibilities:

• Ask customers targeted questions to quickly understand root cause of their issue. Call screening and logging through CRM software.
• Effectively communicate with end-users of varying technical capability and role via various channels (phone, email, Chat etc.) to identify/resolve technical issues.
• If the first customer support level is unsuccessful, ticket management, and transferring call will be pushed to second level remote support team
• Be available for incoming calls and pull work from an incoming queue.taking incoming calls and pulling work from an incoming queue.
• May be called upon with short notice to assist the support team in the event of unexpected or unpredicted demand for support.
• Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.
• Build knowledge base to reduce reliance over time on other internal resources.
• Contribute to internal technical knowledge base and publish Frequently Asked Questions to enable customer self-support.
• Accurately document and update tickets in the tracking systems. Ability to maintain a personal queue of open requests.
• Maintain communication with the customers on the status of all open tickets. All responses should be professional, complete, well formatted, and consistent with prior communications and Corporate Identity.
• Future outbound activities as follow up possible (updates, surveys)
• Properly escalate unresolved issues to appropriate technology teams
• Provide necessary information/observations/logs - all required to support next level or developer for diagnose a reported/escalated problem Good sense of end-user satisfaction
• Ability to describe incident and requests as part of a ticket treatment
• Ability to create and update operational procedures and proposal of decision trees
  (issues resolution, requests, and administration procedures.
• Perform other tasks as assigned by manager
• The jobs demand to work in shifts (Monday through Friday).
• Excellent customer relations skills and the ability to make timely and effective decisions are a plus
• Work occasional on weekends and holidays

• BE Electronics, Instrumentation, Msc -Physics, Chemistry and Material Science
• Should have a technical education and / or worked already as a technician Experience:

• At least 1 year of previous service experience or hotline activity within electronic systems, maybe also in the area of IT
• Technical expertise in electronics and mechanics
• Confident in handling all common PC operating systems and networks

• Excellent language skills in speaking and written at least in English. Other languages are welcome
• Customer service-oriented working experience to support various technical issues and desktop operation queries.
• Your personality is also characterized by the ability to work in a team, resilience, reliable and systematic work, high level of commitment, independent working methods and flexibility
• Experienced in use of Salesforce (CRM) and SAP preferred.
• Should have worked on remote support tools, e.g., TeamViewers, Webex, anydesk.
• Used in working in modern with communication tools as Teams, Zoom, BlueJeans\xe2\x80\xa6\xe2\x80\xa6.
• Ability to communicate effectively in a professional and friendly manner with both internal and external customers
• The personality of a natural team player, willing and able to build confidence and to establish strong co-operative relationships with personnel throughout the company, customer base and with key individuals within the industry
• A flexible attitude to working hours which are sometimes influenced by factors such as the need to complete the job or the availability of the client
• For further development you should be be willing in general to travel up to 10%
• Students of Engineering & Science background are welcome
• Start your service career with first step in making our clients happy.

• If interested in this opportunity, please submit your resume in confidence to: Bruker India Scientific Pvt Ltd, ,Andheri (East), Mumbai.
• Email :pooja.raulo@bruker.com