About the role

Job Role

Role would require day in – day out client interactions over telephonic calls and remote session 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 get the certification of completion from the client.
Train the users functionally and technically on our various software’s aspects.
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.
Responsible for database support, troubleshooting the 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 on ticket management system.

Requirements

Required Skills

Education Qualification: Any computers 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 tool will be an added advantage.
Good understanding of computer, internet and IT literacy with the ability to learn new technology quickly.
Basic knowledge on SQL / Oracle Database - writing SQL query to troubleshoot errors
Basic knowledge on 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
Strong analytic, problem solving & Interpersonal Skills
Strong work ethics and sense of commitment
Ability to balance multiple priorities

Key Result Areas

Technical Associate