11+ Exim Jobs in Delhi, NCR and Gurgaon | Exim Job openings in Delhi, NCR and Gurgaon

Job Description:

We are seeking a dedicated and customer-oriented individual to join our team as a Web Hosting Support Executive. As part of our customer support team, you will be responsible for providing assistance to clients with their web hosting needs and resolving technical issues promptly and efficiently. The ideal candidate will possess excellent communication skills, strong problem-solving abilities, and a passion for delivering exceptional customer service.

Responsibilities:

Customer Support:

Respond to customer inquiries and technical issues through various communication channels, including phone, email, chat, or ticketing system.

Ensure timely and effective resolution of customer concerns to maintain high levels of satisfaction.

Troubleshooting:

Identify and diagnose technical problems related to web hosting services, such as server downtime, website errors, email issues, and DNS configuration problems.

Implement appropriate solutions to resolve issues and minimize service disruptions.

Server Management:

Monitor and maintain web hosting servers to ensure optimal performance, security, and uptime.

Proactively identify potential issues and take preventive measures to mitigate risks.

Domain Management:

Assist customers with domain registration, transfer, and DNS management tasks.

Provide guidance on domain-related issues and ensure seamless domain operations.

Control Panel Support:

Guide customers on utilizing web hosting control panels (e.g., cPanel, Plesk) to manage their websites, databases, and email accounts effectively.

Address queries related to control panel functionalities and troubleshoot any usability issues.

Email Configuration:

Help customers set up and configure email accounts, troubleshoot email-related issues, and ensure proper email delivery.

Ensure adherence to email best practices and security standards.

Website Assistance:

Offer guidance on website migration, content management systems (e.g., WordPress), and troubleshoot web application issues.

Assist clients in optimizing website performance and enhancing user experience.

Google Workspace Management:

Manage user accounts, groups, and access permissions within Google Workspace.

Integrate Google Workspace with other systems and applications to streamline workflows and enhance productivity.

Administer Gmail, Google Drive, Google Calendar, and other collaboration tools to facilitate efficient communication and collaboration.

Requirements:

Bachelor's degree in Computer Science, Information Technology, or related field (preferred).

Proven experience in customer support or technical assistance role, preferably in web hosting or IT services.

Strong understanding of web hosting concepts, server management, and domain administration.

Familiarity with web hosting control panels (e.g., cPanel, Plesk) and email protocols (e.g., SMTP, IMAP).

Proficiency in troubleshooting technical issues and implementing solutions effectively.

Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely.

Strong problem-solving abilities and a proactive approach to issue resolution.

Ability to work collaboratively in a fast-paced environment and prioritize tasks efficiently.

Proven experience in Google Workspace Administration (preferred).

• Handling customer queries on Web Chat, E-mails and Social Media
• Educate current and potential customers with product and service information
• Maintain accurate customer records
• Identify and escalate priority issues to the Team Leader and Ops Team
• Actively participate in team meetings

• Handle all queries in a polite, professional manner
• Probe and troubleshoot customer queries, and provide a suitable and satisfactory solution.
• Educate customers on services and processes.
• Escalate any issues to the Team Leader.
• Achieve agreed KPIs and Objectives.
• Adhere strictly to shift schedules.
• Adhere to laid down internal policies, procedures and processes.
• Work collaboratively with the team.
• Candidates from voice/non- voice both will be fine. 
  Experience with the SAAS model will be an added advantage. 
  Ecommerce background will be an added advantage. 
  Communication skills should be good in verbal and written communication.

Responsibility

• Manage largeamounts of incoming phone calls.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines and policies.
• Take the extra mile to engage customers.

Requirements

• Must be Graduated or Post-Graduated.
• Should have at least 1 year of proven customer support experience or experience as a Client Service Representative.
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems and practices.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.

• provide first, and second-tier (L1, L2) product support via Email, Social media, and our Forums.

• Resolving all customer issues in a time-bound manner. Comply with the SLA for issue resolution.

• Monitoring application processes, application logs and taking appropriate resolution actions in case of failures. Ask customers targeted questions to understand the root of the problem quickly.

• Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues in using Enpass.

• Work closely with technical teams to investigate complex issues and enhance the quality of existing products.

• Document and follow-up customer suggestions for continued improvements to the Development Team.

• Provide daily metrics and reports on tickets; maintain the ticketing system and the tickets.

• Taking ownership of customer issues reported and seeing problems through to resolution.

• Improve Product user-guide and FAQs.

• ONLY B.TECH CANDIDATES MUST APPLY. FRESHERS DO NOT APPLY.

• CANDIDATES WITH RELEVANT TECH SUPPORT EXPERIENCE ONLY MUST APPLY
• CANDIDATE MUST HAVE FLUENT ENGLISH SPEAKING SKILLS (BOTH WRITTEN AND VERBAL)

• Manage incoming & outbound calls
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Proven customer support experience or experience as a client service representative
• Ability to multi-task, prioritize, and manage time effectively
• Strong phone contact handling skills and active listening

 Skills:-

• Should have Good Communication skill.
• Should have good knowledge of Excel.
• Should have good writing skills.