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Role:-ArcGis Enterprise Support

Location:-Thane

JD:-

Job Title: Customer Service Executive

Job Description:

As a Customer Service Executive, you will play a crucial role in delivering excellent customer experiences. You will be responsible for handling customer inquiries, resolving issues, and ensuring overall satisfaction. Strong communication skills, empathy, and a solution-oriented mindset are key to success in this role.

Must-Have Skills:

1. Communication Skills: Exceptional verbal and written communication skills to interact effectively with customers.
2. Customer Focus: A customer-centric approach with the ability to understand and meet customer needs.
3. Problem-Solving: Strong problem-solving abilities to address customer issues and find satisfactory resolutions.
4. Empathy: Ability to empathize with customers and provide support in a compassionate manner.
5. Multitasking: Capacity to handle multiple tasks efficiently in a fast-paced environment.
6. Adaptability: Flexibility to adapt to changing situations and customer requirements.
7. Team Collaboration: Ability to collaborate with cross-functional teams to achieve customer satisfaction.

Good-to-Have Skills:

1. Product/Service Knowledge: Familiarity with the company's products or services.
2. Previous Customer Service Experience: Prior experience in a customer service role is advantageous.
3. Technical Proficiency: Basic technical skills to navigate systems and assist customers with online platforms.
4. Time Management: Efficient time management skills to prioritize and meet deadlines.
5. Language Proficiency: Additional language proficiency may be beneficial, depending on the customer base.

Company Profile:

A global industry leader in the manufacturing industry for over 90 years, we are dedicated to keeping the world in motion across a diverse range of sectors, from conveyor systems to container cranes. Our cutting-edge drive technology is a cornerstone of modern mechanical and plant engineering, and we continue to shape the trajectory of this field both now and in the future.

Key Facts:

The workforce of over 21,000 worldwide, including 900 engineers and 600 researchers, as well as a significant number of trainees and development professionals. Achieved sales totalling 4.2 billion Euros, reflecting our substantial impact on the industry. Our commitment extends beyond business, as we actively prioritise inclusion, diversity, fair partnerships, and responsible resource utilization. With a presence in 54 countries, we maintain 17 production facilities and 88 Drive Technology Centers across five continents, ensuring rapid response, short delivery times, and personalized on-site assistance to our customers.

Responsibilities:

• Conduct on-site service visits for the commissioning of inverters.
• Provide online service support to customers and branch engineers via telephonic conversations for electronics service and commissioning.
• Perform on-site service for SEW's electronics products, effectively diagnosing and resolving issues.
• Maintain thorough service documentation for all conducted services.
• Act as the primary contact for Germany, providing application and technical support for electronics products in collaboration with the Manager of D&A.
• Contribute to application engineering by developing new applications for complete drive management, in coordination with the Manager of D&A.
• Assist the repair department in critical or crisis situations.
• Offer technical support for switching cabinets through local vendors as per customer requirements.
• Ensure the maintenance and proper functioning of the Service centre, tools, equipment, and timely calibration.
• Provide training on service and application development for both customers and SEW employees.
• Maintain the Quality Manual System.

Authorities:

• Plan and execute Electronics Service Jobs on-site based on priority, jointly with the Manager of D&A.
• Make decisions regarding component replacement during job execution, in collaboration with the Manager of D&A.
• Possess authority to certify warranty cases on-site or in-house, working jointly with the Manager of D&A.

Dimensions:

• Handle approximately 40 service jobs per year.
• Contribute to the execution of 8 to 10 new application projects annually.

Profile:

• Education: Bachelor's degree in Electrical / Electronics from a recognized institute.
• Experience: Minimum 2-3 years in Drives & Automation.
• Skills: Proficient in servicing or maintaining drives and automation products. Good communication skills would be an added advantage.

What We Offer:

• An open and transparent working culture with clearly defined job responsibilities.
• Opportunities for outstanding employee development through structured training and mentoring.
• Personalized training and support from experienced managers and colleagues.
• State-of-the-art facilities and working conditions, utilising cutting-edge technology.
• A responsible organization committed to energy efficiency, social responsibility, and environmental protection.

Zycus is looking to hire BE / MBA 2022 – 23 graduates as Product Technical Analyst and is organizing a Walk-In drive on 22nd July 2023 at our office in Mumbai, Seepz, Andheri East.

In this role, you will be part of a US Delivery Team and work with our global customers in supporting our AI-driven procurement solution and serve as a subject matter expert on Zycus Procurement Performance and Spend Analytics application.

As a Product Technical Analyst at Zycus, you will:

• Serve as Product Technical Analyst on Zycus Procurement Applications (Source to Pay)
• Work on all aspects of Zycus Support Desk and be the first point of Contact for Customers having queries/ issues related to Zycus products & be available on email/ chat/ call mediums for the Customer concerns
• Work with the Technical Account Management Team to ensure deliverables are on-time, increase efficiency and resolve issues for customers by coordinating with multiple Teams from Zycus & Customer side to achieve Customer Satisfaction
•  Participate and contribute to best practices (tools/process), knowledge sharing & find ways to automate and ideate new things to enhance Customer experience, reduce manual efforts and suggest new processes
•  Work with customers and internal stakeholders while participating and facilitating testing including User Acceptance Testing
• Evaluate and suggest innovative solutions and workarounds for customer requirements
• Work efficiently on, Zycus products configuration, Incident Management Tools, MS-Excel, etc.
• Provide strong technical understanding of Zycus product with the ability to discuss and demonstrate the Zycus Solution and how it may be configured to meet a customer’s business needs.

Job Requirement

• Education: MBA/Engineering Graduate (B.E./B.Tech) in Computer Science/ Chemical/Mechanical/Electronics/IT
• Experience Level: 0-1 years
• Strong written and verbal communication skills
• Willingness to work 24*7 shifts .
• Flexible, enthusiastic approach to work including a strong desire to learn new tools & techniques to solve business problems.
• Ability to collaborate with various internal and external stakeholders
• Ability to learn, execute and excel. Multitask and work with priorities

Salary Range: INR 4,50,000 to INR 5,00,000

Walk In Drive Date: 22nd July, 2023

Time: 10:000 AM to 4:00 PM

Hello,

Greetings for the day !!!

We are hiring "Customer Support L1" for one of the international MNC specialized into Hardware & Networking based @ Mumbai!!!

Position: Customer Support L1

Employment Mode: Contract to hire (Full time opportunity)

Work Mode: Work from office

Shift: 24*7 Rotational Shift

Location: 

Mumbai - Andheri

True medicines at true prices! 

Our motto is to deliver value-added solutions for Indian patients beyond just pills. Our goal is to make healthcare accessible to every patient and bring it within their price range. 

Headquartered in Mumbai, we are excited to build a strong product and operations team, which is passionate to build innovative solutions and willing to go the extra mile to ensure the customer has the best experience.  

The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our internal team's technical issues. You will support the users by acting as the liaison between the customer and other internal teams. Your ability to work in a complex networking environment will also make you an ideal candidate. 

What you will be doing:

• Mastering the Truemeds internal platform in order to efficiently and effectively diagnose, troubleshoot and identify solutions to promptly resolve customer/users issues
• Support users via live chat & phone. Respond to user's technical support requests and feature-related questions
• Create and maintain product-related documentation, internal and external
• Debug user's issues and create reproducible test cases for engineers to resolve
• Properly escalating unresolved issues to appropriate internal teams while providing clear steps to reproduce and detailed troubleshooting steps
• Understand user goals and their desired outcome from using the product.
• Document use cases and feature requests

What we are looking for:

• Previously done customer support role. Preferably technical customer support
• You're data-driven and analytical
• Excellent follow-up skills with great attention to detail
• You are comfortable in a startup environment; are self-motivated move quickly, and wear many hats
• You have a highly structured work approach, the ability to manage multiple activities in parallel
• Good communication skills: English / Hindi / Marathi / Bengali

Should be able to help user acceptance testing 

Skills Required:

• Strong interpersonal skills.
• Problem-solving attitude.
• Excellent communication skills.
• Aptitude for fostering positive relationships.
• Teamwork and leadership skills  

• Raising support tickets to enable tracking and resolution of customer requests
• Investigating and resolving customer complaints then closing support tickets
• Maintaining a database of customer information
• Escalating inquiries to the appropriate team, when necessary
• Checking product or service availability
• Assisting customers with registration or account creation

• Building a whole IT network or setting up a PC and access permissions for a new hire, providing technical support the organization’s day-to-day operations. This process involves both hardware and software setup.
• Conducting basic induction IT training of new employee in organization. Also often interaction and timely provide training to end users who may not be familiar with the finer points of IT.
• Responsible for liaising with affected stakeholders, identifying the problem, devising a solution, and implementing that fix.
• Handling updates, upgrades, and other maintenance tasks in both hardware and software areas.
• Providing support by telephonic or skype to the out locations staff and ensuring to fix up the problem within a timeline e.g. VPN issues
• Vendor Management – checking and processing the bills without any error. Also ensuring to be made payment on time for smooth operation in daily work
• Working with IDAM ticketing tool and log/assigning calls and resolving as per priority
• Taking care of AMC/Warranty of all company infrastructure.
• Maintaining Asset Register and keeping record of IT equipment.
• Route problems to internal 2nd and 3rd level IT support staff.

• Troubleshooting & configuring on Microsoft outlook & Web mail.
• Escalating complex problem to supervisor and appropriate support specialists
• Installation, configuration and troubleshooting Local and Network Printers

• Taking care of all other responsibilities assigned from time to time.

• Desktop and Laptops support for troubleshooting of win XP, Win 7, win 8, win 10, ubuntu.
• Installation of servers 2008, 2012.
• Working with  Arc server Backup solution Restoring and Backup wizard.
• Keeping track of all the IT Infra assets with tagging and submitting report to finance team for audit of infrastructure assets.
• Antivirus updating, configuring, schedule scanning.
• Onsite support
• Working with nutanix hypervisor like create new server, configuration new server (memory, storage , cpu , network)    take snapshot, snapshot restore, etc