- Handle customer queries and support requests through calls, WhatsApp, email, video meetings, and other approved communication channels.
- Provide timely online/remote support and guide customers step-by-step in resolving software-related issues.
- Conduct customer onboarding and implementation through both online and on-site sessions.
- Assist customers with account setup, system configuration, initial data entry, and other implementation requirements.
- Understand the customer's business workflow and guide them in configuring and using the software effectively.
- Conduct online and on-site training sessions for customers and their staff.
- Provide software demonstrations and explain modules, features, and workflows according to the customer's requirements.
- Conduct follow-up training sessions whenever customers require additional guidance.
- Visit customer locations whenever on-site support, implementation, training, or physical assistance is required.
- Resolve software and operational issues that cannot be handled through online support.
- Install, configure, and troubleshoot printers, barcode scanners, and other supported hardware.
- Provide remote guidance for hardware-related issues wherever possible and arrange on-site support when physical assistance is required.
- Identify customer-reported bugs and issues and create support tickets with clear and accurate descriptions.
- Record relevant screenshots, videos, error details, and other information required for issue investigation.
- Coordinate with the development, product, and technical teams for issues that require further investigation or resolution.
- Follow up with internal teams and customers regarding pending issues and ensure timely closure.




- Communicate issue updates and resolutions clearly to customers.
- Conduct post-resolution follow-ups to confirm that customer issues have been properly resolved.
- Collect customer feedback regarding software usability, onboarding, training, support, and overall customer experience.
- Identify and document customer requirements, suggestions, and feature requests.
- Report recurring customer issues, significant requirements, and improvement suggestions to the reporting manager.
- Maintain proper records of customer interactions, support activities, onboarding sessions, training sessions, and field visits.
- Prepare and submit daily, weekly, and field visit reports as required.
- Follow up with customers after onboarding and training to ensure that they are using the system properly.
- Identify customers who require additional support or training and coordinate the necessary assistance.
- Maintain professional and clear communication with customers across all online and offline interactions.
- Manage multiple customer issues and activities by prioritizing them according to urgency and importance.
- Escalate critical or unresolved issues to the appropriate senior team members within the required timeline.
- Coordinate with internal teams to ensure smooth implementation, support, and resolution of customer issues.
- Support customers during software updates, new feature releases, and changes in system workflows.
- Ensure all customer-related activities are properly documented and updated in the designated systems.
- Maintain confidentiality of customer information, business data, and company information.
- Perform other support, implementation, training, and customer-related activities assigned by the reporting manager.

Pay: ₹10,000.00 - ₹20,000.00 per month

Work Location: In person

📌 Field Support Associate (Kakkanad)
🏢 cygnotech labs
📍 Kakkanad