JD/Skills:-
L1 Tech Support, application support.
Good on SQL Queries.
Decent comm skills.
This will be Mumbai Location.
5 days working.
CTC is good as per market norms.
About Easyrewardz Software Services Pvt Ltd
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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
WE ARE a bunch of technologists, product designers, creatives. We're building an easy way for product teams to create and experiment with game-like experiences - without a developer. In short - CustomerGlu is a low code interactive engagement platform
We're backed by Techstars and top-notch VCs from Silicon Valley and India.
We're headquartered in the US with a fully owned subsidiary in India.
We are looking for a qualified Customer Support Executive to manage a team of representatives who will offer excellent customer service and after-sales support. You will create policies and procedures and oversee the customer service provided by the team.
You will be responsible for:
- Maintaining a pleasant working environment for your team.
- Troubleshoot/Diagnose all Level 1/2 issues from the customers and driving satisfactory resolution of the issues.
- Prior experience in working with any ticketing tool
- (2-3 years) of relevant experience in technical customer support (voice and email), with a strong customer interaction experience
- Strong active listening skills and excellent written and oral communications skills
- Excellent Customer Service Orientation
- Strong attention to detail when communicating with customers (verbal & written)
- Ability to empathize with customers and convey confidence
-
Strong documentation skill
Skills Required:
- A bachelor’s degree in administration or a related field(required but not compulsory).
- A minimum of 2+ years of proven work experience.
- Excellent interpersonal and written and oral communication skills.
- Ability to lead a team.
- Knowledge of CRM systems.
- Computer skills.
- Knowledge of mediation and conflict resolution techniques is preferable.
- Successful customer support
- Excellent interpersonal and communication skills.
- Should possess a proven track record of successful customer service and management skills
The two fundamental aspects of the Support Engineer are:
- Be the voice of the users
- Do everything you can to help resolve the user's issue
This involves taking often challenging technical issues from the customer via phone or email and doing everything that is necessary to resolve the issue quickly and professionally. You will be expected to handle all Level 1-3 issues and your day will have a mix of all kinds of different support requests. This position works with users to determine and resolve their issues with CK-12 products that include web and mobile applications. This position focuses on utilizing exceptional customer service skills along with technical skills and expertise to resolve application issues.
This position interacts with customers, partners and internal staff. The role requires coordination and support between CK-12's end users, internal staff, and external partners to ensure satisfactory resolution of issues. This position is responsible for resolving issues that may involve short turnaround times and challenging customer interactions. Support Engineers must be able to maintain a professional attitude and composure throughout all situations. Requires written documentation of customer communications in a support ticketing system.
Technical Support Responsibilities:
- A customer oriented mindset to be the advocate for each and every user
- Provide support to end users including troubleshooting, diagnosing, resolving, and documenting issues
- Address user account issues, such as password resets, account reactivation, login issues etc
- Maintain a user facing knowledge base, including authoring and updating help center articles
- Manage multiple cases at one time
- Support the roll-out of new releases
- Communicate issues to engineering and QA, and work with these teams to troubleshoot technical issues
- Provide timely and accurate reports on customer feedback to management and product teams
Technical Support Requirements:
- Degree in computer science or information technology, or equivalent experience and/or certifications
- Minimum three years of experience in user/customer support or a similar role
- Proficiency in Chrome, Windows and Mac OS
- Basic understanding of HTML and Javascript
- Ability to use browser debugging console and inspector
- Attention to detail and good problem-solving skills
- Excellent interpersonal skills
- Good written and verbal communication
- Proficiency with Zendesk Support and Zendesk Guide or equivalent ticketing system
- Proficiency with BugZilla or issue tracking system
- Knowledge about web applications, standard web user behaviors and interactions
- Familiarity with Education Technology including Learning Management Systems such as Canvas, Schoology and Google Classroom is a definite plus
- 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
Description
We are looking for a Senior Support Executive to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software problems and help our customers with our services. Senior Support Executive responsibilities include handling technical support associates and being familiar with using remote desktop connections to provide immediate support. You will use email, chat, and call to give clients quick answers to product-related queries. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals. If you’re naturally a helper, enjoy assisting people with software queries, and are able to explain technical details simply, we’d like to e-meet you. Ultimately, you will be a person our customer's trust. They will rely on you to provide timely and accurate solutions to their technical and non-technical queries.
Responsibilities
- Managing the team of Technical Support Associates and ensuring that they are performing well.
- Research and identify solutions to software queries.
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical/non-technical query
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate solutions
- Ensure all issues are properly logged
- Prioritize and manage several open querries at one time
- Prepare accurate and timely reports for yourself and team.
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients
Requirements
- 2-3 years of proven experience in the field of technical support
- Ability to diagnose and troubleshoot basic technical queries
- Familiarity with remote desktop applications and help desk software.
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- Understanding of how API works.
- Good to have basic accounting knowledge.
Benefits
- Flexible Work hours
- Flat Organisation Structure
- Contribute to the growth of the product
- Health and Skill Development benefits
Responsibilities
- Act as a bridge between the L1 Support team and the Engineering team
- Second level troubleshooting of the issues raised by L1 agents
- When required escalate tickets with product/engineering team for the same, and connect with the relevant stakeholders to get them to closure
- Work with the Product team to prioritise the issues
- Work with upstream providers to prioritise concerns and get a closure on the same
- Reduce the overall time to resolve for tickets raised as bugs
- Work with CSMs and Product team to help prioritise the feature requests raised by the customers
- Identify repeated problems, and opportunity for technological resolution to avoid future tickets with same concerns
- Review the solutions documentation from technical standpoint and keep it up to date
Qualifications
- Minimum of 2 years of experience in IT Industry preferably working in a customer facing role, preferably with international customers
- Hands-on experience with SQL, HTML, PHP, Javascript
- Expertise in finding creative solutions to effectively address customer concerns
- Proficient to ensure customer issues are resolved in the most timely and effective manner possible
- Demonstrable ability to handle various tasks or projects with changing priorities.
- Familiarity with support systems like Intercom, Zendesk etc.
- Understanding about CRMs and why businesses use them. Past experience of working with a CRM is a plus
- Properly escalate unresolved issues to appropriate internal teams
- Good understanding of computer systems, mobile devices and other tech products
- Ability to provide step-by-step technical help, both written and verbal
-Learning things.
Job Description - He/she will be responsible to take care of vendor product support and maintenance, and If experience in MS SQL SSIS and SSRS is an additional advantage
Must Have Skill - MS SQL SSIS and SSRS
Good to have skill - Good Communication, Team Builder, Logical Thinking
Delivery Skill - Hands on Database-MS SQL, Hands on SSIS and SSRS, communication skills, Common Tools such as Version Control tools, Build tools, continuous integration, production support tools
• Developing and maintaining relationships with a robust customer base of the world’s top companies in mobile advertising.
• Strategizing with customers for deeper utilization of, and success with, the Trackier's service.
• Owning/managing your book of business & building strategies to trigger and drive business growth opportunities.
• Engaging and coordinating internal groups as well as partners, as needed, to meet revenue targets & to maximize customer retention and adoption.
• Coordinating onboarding, training, quarterly/annual business reviews and serve as a liaison with customers regarding new product launches & opportunities.
• Maintaining current knowledge of the Mobile industry, competitive research and an understanding of the customer's business challenges and industry trends.
• You are the key to strategic relationship management with our most important customers.
Requirements
• Knowledge of, or experience with performance-based, mobile advertising campaigns.
• Experience working with data-driven sales strategy, managing up-selling/cross-selling opportunities & working with revenue targets.
• Extraordinary interpersonal communication and presentation skills.
• Outgoing, positive, and energetic personality - this role requires our customers to like you, a lot. • Solid customer service experience and a consultative mindset.
• Ability to pick-up, learn and quickly become knowledgeable in SaaS tech concepts.
• Motivated self-starter, always one step ahead.
• Experience working in a scrappy startup type environment.
• Ability to work trade shows and conferences with the potential to travel.
• Bachelor's degree or MBA preferred.
