Rockwell Automation is hiring for the position of Technical Support Engineer I in Pune, India. Candidates with a Bachelor’s/ Master’s Degree are eligible to apply for this position. The complete information, eligibility criteria and requirements are provided below.
Job Description:
| Company Name | Rockwell Automation |
| Position | Technical Support Engineer I |
| Qualifications | Bachelor’s/ Master’s Degree |
| Batch | Recent Batches |
| Experience | Freshers/ Experienced |
| Location | Pune, India (Hybrid) |
Key Responsibilities:
- Respond to customer product inquiries via phone, email, or chat, ensuring timely and accurate support.
- Resolve customer issues related to installation, operation, maintenance, product application, or compatibility by applying technical product knowledge and expertise.
- Troubleshoot malfunctioning electro-mechanical equipment or software applications and recommend appropriate corrective actions.
- Document customer information and recurring technical issues to support product quality initiatives and future product development.
- Escalate complex or unresolved requests to the appropriate product team as needed.
- Research issues using the ERP database and execute SQL queries to analyze and resolve problems.
- Manage work queues within Service Cloud to meet established service-level commitments.
- Provide functional and technical guidance on new enhancements, modules, and features.
- Advise customers on available services and assess their needs to ensure optimal product utilization.
- Utilize and contribute to the Knowledge Management System to improve support efficiency and accuracy.
- Build and maintain strong relationships with customers and internal teams, including sales, development, and business analysts.
Eligibility Criteria:
- Ability to diagnose complex software configuration issues related to:
- Accounts Payable, Accounts Receivable, and General Ledger transactions and reporting
- Payroll transactions, time and attendance records, and expense tracking
- Bachelor’s degree in Business, Computer Information Systems, or a computer-related field, or equivalent experience supporting software.
- Proven experience troubleshooting customer escalations within a ticketing workflow while meeting SLA requirements.
- Proficiency in Microsoft Office, with strong skills in Excel.
- Flexibility to work in rotational shifts, including non-standard hours, as required by business needs.
Preferred Skills:
- Fundamental knowledge of accounting and finance (MBA in Finance is advantageous).
- Basic experience or knowledge of SQL.
About Company:
Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers – amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility – our people are energized problem solvers that take pride in how the work we do changes the world for the better.
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