About the role
Industry –Office Equipment / Automation / IT Software & Software Services / Electronic / Security and Surveillance
Functional Area –Customer Success - Implementation
Role –Technical Associate - Implementation
Employment Type –Permanent Job, Full Time
Client Visit –Yes
Work location –Gurgaon
Shift –Regular Day Shift
Key Responsibilities:
· 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.
RequirementsRequired Skills
· Education Qualification: Any computers degree: BCA / BSc (Information Technology) / BSc (Computer Science) / BE or BTech Computer Science / BE or BTech IT etc / MCA.
· 2 to 5 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 prioriti