• Permanent Job
  • Baner, Pune
  • Posted 6 days ago
  • Salary: Rs.Up to 3 LPA
  • Exp: 2 – 4 years
  • Position: Executive
  • Qualification: Bachelor’s degree
  • Industry: IT

TeamPlus

Gender : Male / female
Industry : IT

Job Responsibilities:

 Interacting with Project Managers and external customers to plan and coordinate implementations.
 Keep track of every install and updates at customer environment.
 Provides Products System Administration training and education.
 Involve in troubleshooting of products and environmental issues.
 Serves as a client advocate through product and implementation improvement collaboration.
 Providing Level 1 & 2 support to our customers on weekdays from office and over phone on weekends (in emergencies)
 Excellent Coordination and responsible for customer relationship management with using specialized tools like intercom, online chat , conference phones etc
 Conducting regular status and customer care meetings & Implementing service improvement plans.
 A key performance function of this position is to build and maintain customer satisfaction and receive the feedback on each quarter for improvement
 Onboarding of new customers and training of users frequently
 Preparation of training material, collateral which helps for Support and Implementation
 Proactively monitor Service Desk ticketing system for incoming support requests
 Update tickets accordingly to reflect work is in progress, ensuring SLAs are adhered
 Work closely with customers to investigate and analyze incidents.
 Document client correspondence throughout ticket progress. Interface with stakeholders, resolve the queries/problem and provide input for improvement areas.
 Ensure assigned tickets are monitored and reviewed ensuring status is updated at all times
 Maintain active communication on the status of open issues with customers and participate in customer status calls with other team members
 Assist with in house testing and validating patches, configuration changes and other solutions provided by development teams to validate recommended resolution of specific client incidents
 Provide mentorship for associate level employees

 Assist with troubleshooting and knowledge transfer for team members, particularly with respect to technical functions such as database queries, Excel reporting etc.
 Prepare training materials for client webinars and host webinars as applicable

Skills:

 Tech/ Computer/ Mobile  savvy and understand Consumer behavior
 Analytical and troubleshooting skills
 Customer support, implementation and/or project management experience
 Excellent interpersonal, communication skills & organizational and time management skills.
 Experience with various types of interfaces and understanding of workflows
 Technical knowledge of server configurations, application installations and interfaces
 Experience with customer support or service management software
 Experience with remote communication and support tools

Joining : Immediate

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