Industry: Office Equipment / Automation / IT Software Software Services / Electronic / Security and Surveillance

Functional Area: Customer Success

Role: Software Support

Employment Type: Permanent Job, Full Time

Work location: Ahmedabad, Pune

Client Visits: NO

Shift: Regular, 5 days working

Key Responsibilities

- Role would require day in - day out client interactions over telephonic calls and remote sessions over any desk or any other remote tool.
- End to End software implementation: installation, configuration, integration, defining various policies as per the client requirements, etc, and getting the certification of completion from the client.
- Train the users functionally and technically on our various software aspects.
- Provide technical support along with basic troubleshooting on L1 Level and provide ad-hoc training to customers who use the company s product, replying to inbound queries.
- Responsible for database support, troubleshooting problems by writing SQL queries, deploy new patches on UAT and production server at IIS server.
- Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
- Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager.
- Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
- Escalate unresolved queries to respective departments for accurate redressal.
- Knowledge of ticket management system.

Required Skill Sets

- Education Qualification: Any computer degree: BCA / BSc (Information Technology)



/ BSc (Computer Science) / BE or BTech Computer Science / BE or BTech IT etc / MCA.
- 0 to 2 Years experience in Software - Customer Success / Support Domain.
- Experience of working with various databases like SQL, Oracle MS Access or with software implementation ticketing tools will be an added advantage.
- Good understanding of computer, internet, and IT literacy with the ability to learn new technology quickly.
- Basic knowledge of SQL / Oracle Database - writing SQL queries to troubleshoot errors
- Basic knowledge of networking, windows desktop/servers, IIS, and troubleshooting tools
- Good listening and problem-solving skills
- Customer service and a customer-centric attitude

Desired Personality Traits

- Soft spoken pleasing, professional, presentable at the same time sharp to handle small and large clients

- Technically Logically Strong
- Solid analytic, problem solving Interpersonal Skills
- Strong work ethic and sense of commitment
- Ability to balance multiple priorities

Key Result Areas

- Customer Satisfaction of assigned clients
- Problem query analysis, understanding Solving

Key Performance Indicators

- Prompt, responsive, responsible, and friendly approach to client situations

- Zero customer complaints

- Client Feedback

Job Details

- Job Category: Technical Associate

- Job Type: Full Time
- Job Location: Ahmedabad, Pune

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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