Gender : Male / female
Industry : IT
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
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