Job Description Job Summary :
n We are looking for a Technical Associate – Implementation with 2–5 years of experience in software implementation, customer support, and SQL troubleshooting. The role involves end-to-end software deployment, technical support, and ensuring seamless customer onboarding and satisfaction.
n Industry – Office Equipment / Automation /3 IT Software & Software Services / Electronic / Security and Surveillance
n Functional Area – Customer Success - Implementation
n Role – Technical Associate - Implementation
n Employment Type – Permanent Job, Full Time
n Client Visit – Yes
n Work location – Mumbai
n Shift – Regular Day Shift
n Key Responsibilities:
n n Role would require day in – day out client interactions over telephonic calls and remote session over any desk or any other remote tool.
n End to End software implementation: installation, configuration, integration, defining various policies as per the client requirements etc, and get the certification of completion from the client.
n Train the users functionally and technically on our various software's aspects.
n Provide technical support along with basic trouble shooting on L1 Level and provide ad-hoc training to customers who use the company's product, replying to inbound queries.
n Responsible for database support, troubleshooting the problems by writing SQL queries, deploy new patches on UAT and production server at IIS server.
n Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
n Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager.
n Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
n Escalate unresolved queries to respective departments for accurate redressal.
n Knowledge on ticket management system.
n n Required Skills
n n Education Qualification: Any computers degree: BCA / BSc (Information Technology) / BSc (Computer Science) / BE or BTech Computer Science / BE or BTech IT etc / MCA.
n 2 to 5 Years experience in Software - Customer Success / Support Domain.
n Experience of working with various databases like SQL, Oracle & MS Access or with software implementation & ticketing tool will be an added advantage.
n Good understanding of computer, internet and IT literacy with the ability to learn new technology quickly.
n Basic knowledge on SQL / Oracle Database - writing SQL query to troubleshoot errors
n Basic knowledge on networking, windows desktop/servers, IIS and troubleshooting tools
n Good listening and problem-solving skills
n Customer service and a customer centric attitude
n n Desired Personality traits
n n Soft spoken & pleasing, professional, presentable at the same time sharp to handle small and large clients
n Technically &Logically; Strong
n Solid analytic, problem solving & Interpersonal Skills
n Strong work ethics and sense of commitment
n Ability to balance multiple priorities
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