GSD Tier 1 – Marketo IRC280680

Description

GlobalLogic is seeking a motivated and skilled Technical Support Engineer to provide essential technical assistance to our clients. In this role, you will troubleshoot issues, offer support. You will work closely with cross-functional teams, including development, business operations, and customer support, to ensure a smooth user experience and effectively resolve technical challenges.

Requirements

Skills & Competencies:

• Excellent written and verbal communication skills.
• Strong customer service orientation with an appropriate sense of urgency and respect for customers’ time.
• Ability to assess customer sentiment and adapt communication accordingly.
• Strong problem-solving and troubleshooting abilities.
• Ability to prioritize issues based on urgency and business impact.
• Capable of clear, concise, and professional communication in all interactions.
• Ability to stay calm under pressure and manage stressful situations effectively.
• Strong organizational and documentation skills.
• Attention to detail in logging and updating customer cases.

 

• Responsibilities Knowledge (Implied Skills):
• Experience triaging customer issues via multiple channels (phone, chat, web portal).
• Ability to log and manage cases in a case management system (CRM/ticketing tool).
• Proficiency in searching and reusing internal knowledge base or information repositories.
• Understanding of incident and request management processes.
• Ability to drive resolution by collaborating with internal teams.
• Awareness of business impact of customer issues.

Behavioral Attributes:

• Customer empathy and professionalism.
• Proactive and self-motivated attitude.
• Commitment to creating positive customer experiences.

Job responsibilities

• Triage customer issues received through various channels such as phone, chat, or web portal.
• Prioritize cases based on customer urgency and issue severity.
• Search, utilize, and reuse information from internal knowledge bases and information repositories to resolve issues efficiently.
• Log and track all incidents and service requests accurately in case management system.
• Document all customer interactions and updates in the case management tool with accuracy and completeness.
• Route or escalate issues to the most appropriate and effective internal resource or team for resolution.
• Communicate clearly and professionally with customers to ensure understanding and satisfaction.
• Create positive customer experiences by maintaining empathy, urgency, and respect for the customer’s time and effort.

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders. 

Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.