Software Support - Customer Success

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