KCS Group

Technical Support Engineer   




  FCM Travel Solutions India Pvt. Limited is looking for Technical Support Engineer



Job Description

Technical Support Engineer would be required to Investigate, analyse, diagnose, and resolve incidents within SLAs.
Understand, replicate, provide relevant findings regarding incident to Level 3/Vendor for further investigation, fixes.
Ascertaining and analysing the root cause of incidents to determine how these problems can be solved or be prevented from occurring.
Break down problems or processes into their constituents parts, identify causes and effects patterns and analyse problem to arrive to an appropriate solution.
Effectively update on the status of critical problems to the business and keep them informed on the progress, through effective communication.

Understanding service requests requirements and being able to perform required changes with correct expectations.
Create, update, and maintain knowledge articles/ documentation database in Salesforce portal.
Create, maintain team process documentation in team repository.
Proactively help to ideate and propose solutions to increase team efficiency.
Train Level 1 and Peers through knowledge sharing.

Manage escalations effectively, proactive monitoring of follow-ups with respective parties.
Develop strong understanding of the product, service, or technology to perform troubleshooting procedures, system architecture, common technical issues, service requests.
Continuous learning on new technologies as and when deployed.
Attend meetings as required to provide technical expertise.

Soft Skills Competency-

Develop Problem Solving skills to be adept at analysing complex problems, identifying their root causes, and devising effective solutions. This may involve collaborating with other team members or researching solutions independently.
Develop Communication skills to have effective communication when explaining technical concepts and solutions to customers who might not have a technical background. Clear and concise communication helps customers understand the steps they need to take to resolve their issues.
Develop a strong partnership with peers and internal stakeholders, including Global teams.

We d love to hear from you if you have...

Proven ability to analyse logs, error messages, and system outputs to diagnose incidents.
Strong problem-solving, communication, collaboration skills.
Travel industry experience, preferably in any travel technology role.
Understanding of the travel industries & key contacts.
IT Degree or Diploma is desirable
 

Work Experience

0 to 3 Years

Level

 Entry Level 


Job Function
Operations/Customer Service, Technical Support, Customer Service (Voice), Customer Service (Web)


Vacancies
Not Specified 


Industry
Hotel/Travel/Tourism 


Job Location
Noida, Bangalore, Mumbai, Chennai 


Educational Qualification
B.Sc, BCA/BCS, B.E./B.Tech


Salary
Not Specified


Key Skills
Technical Support, Travel Management Consulting, Issue Resolution, Troubleshooting


Company Info
FCM Travel Solutions India a global travel management provider spanning over 90 countries worldwide. We are committed to generating better travel ideas that will lead to greater savings for your business. Our talented travel consultant teams are based in 95+ countries and available 24/7. Specialist VIP travel services can be arranged for executives and c-suite travellers. Our world-class onboarding and solution design teams will ensure your programme is made-to-fit from the start, and you ll get proactive, consultative account management.

With FCM Platform, you get globally consistent travel technology software incorporating online booking tools, omni-channel travel approvals, live chat, reporting, communication and more. Intuitive reporting and analytics tools and dashboards keep you in the know, ready for when you need to pull numbers, stat. Maximising ROI on travel spend is critical, but there s more to value than savings. Think duty of care dashboards and integrations for traveller safety, or guidance to keep your travel policy relevant. For travellers, it s on-the-ground support with a mobile app, risk alerts, and communication tools to stay informed and productive.
 


Address


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