Roles & Responsibilities of the Position

1. Responding to Customer Inquiries

- Provide accurate and timely information to customers about products, services, and procedures.
- Assist customers in troubleshooting issues, solving problems, and resolving complaints.

- Managing Customer Complaints

- Understand the root cause of customer dissatisfaction.
- Calmly de-escalate conflicts while adhering to company protocols.
- Offer fair and effective solutions to resolve complaints.

- Product/Service Guidance and Recommendations

- Educate customers on product or service usage.
- Recommend additional customizations or services based on customer needs

- Handling Customer Feedback

- Collect customer feedback to help improve services or products.
- Report recurring issues or insights to relevant internal teams (e.g., Development, Testing).

- Maintaining Knowledge Base

- Contribute to and maintain FAQs, manuals, and help guides.
- Stay updated on current products and features to offer the best support. 6. Providing Multichannel Support
- Ensure prompt and helpful responses across all communication channels.

- Ensuring Customer SatisfactionMonitor customer satisfaction through feedback and surveys.

- Follow up with customers post-resolution to ensure complete satisfaction.

- Technical Support (If Applicable)

- Provide assistance with technical problems.
- Escalate complex issues to the Support Manager when necessary.





- Recording and Reporting IssuesMaintain accurate records of customer interactions and resolutions.

- Analyze trends to identify and address common concerns. Internal Support Workflow Issue Identification and Assignment
- The Support Person investigates the issue using the client's test database.
- If the issue is identified, it is directly assigned to the Development Team via Bitrix with complete details. Handling Non-Identified Issues
- If the issue is not identifiable by the Support Team, it is escalated to the Testing Team.
- Post analysis, the issue is assigned to the Development Team for resolution. Handling Knowledge Gaps
- If a client query results from a knowledge gap, the Support Team will resolve it immediately through a call or remote connection. Handling Unresolved Technical Issues
- If an issue cannot be resolved during a call or remote session, the client is informed that the problem will be further investigated on the test database and resolved as soon as possible

Job Types : Full-time, Permanent

Pay: ₹150,000.00 - ₹300,000.00 per year

Benefits :

- Flexible schedule
- Food provided
- Health insurance
- Paid time off
- Provident Fund
- Work from home

Application Question(s):

- Are you aware of DMS (Distributors Management System)?
- How many years of experience do you have as a DMS Support Executive?
- Are you based in Mumbai
- Are you based in Banglore?

Work Location: In person

📌 Dms Suppot Executive (Mumbai)
🏢 Eazy Erp Technologies
📍 Mumbai