Software Support - Customer Success
Job details
The ideal candidate will be a seasoned software engineer who is efficient, accurate and has a friendly approach to deliver support services to our Software clients. Salary – Salary should not be a constrain for a good resource Industry - Office Equipment / Automation / IT Software & Software Services / Electronic / Security and Surveillance Functional Area – Customer Success Role – Technical Associate – Software Support(Multilevel) Positions - 6 Experience - 2+years - 7 years Employment Type - Permanent Job, Full Time Work location – Ahmedabad Client Visit – Yes – 20% Field visits Job Role l Role would require day in – day out client interactions over telephonic calls and remote session over any desk or any other remote tool. l End to End software implementation: installation, configurations, integrations, defining various policies as per the client requirements etc, and get the certification of completion from the client. l Train the users functionally and technically on our various software’s l Provide technical software support (L1 & L2 Level) and ad-hoc training to customers who use the company’s product, replying to inbound queries. l Responsible for database support, troubleshooting the problems by writing SQL queries, deploy new patches on UAT and production server at IIS server l Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades. l Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager. l Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention. l Escalate unresolved queries to respective departments for accurate redressal. Required Skills l Education Qualification: Any computers degree: BCA / BSc (Information Technology) / BSc (Computer Science) / BE or BTech Computer Science / BE or BTech IT etc / MCA. l Minimum 2+ Years experience in Software - Customer Success / Support Domain. Should have experience of working with various databases like SQL, Oracle & MS Access. l Must have experience of software implementation. l Good understanding of computer, internet and IT literacy with the ability to learn new technology quickly l Basic knowledge on SQL / Oracle Database - writing SQL query to troubleshoot errors l Good listening and problem-solving skills l Customer service experience and a customer-centric attitude l Experience of using ticketing tool
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