HR at Qobotic Technosoft
Views:11 Applications:7 Rec. Actions:Recruiter Actions:2
Executive - Customer Success - IT (0-1 yrs)
We are hiring Customer Success Executive
Location - Udyog Vihar Gurgaon
Shift Timings - 3 PM - 12 PM
Role is responsible for providing application and technical support to end users over a variety of issues on primarily our industry leading TagMatiks application suite. This role will require working with various multi-national groups and time zones. It will require on call shift schedules to support the team in achieving global coverage.
Job Responsibilities :
- Adhering to support group metrics and KPI's.
- Responding to telephone calls, email, web meeting and other requests for application or technical support.
- Solving requests directly or performing triage of requests to determine the nature of the issue.
- Tracking and monitoring the request to ensure a timely resolution.
- Conducting follow-up activities with end-users in the form of emails, web meeting messages and/or phone calls to close out requests.
- Utilizing ticketing systems available to log issues and track them until resolution; effectively closing tickets.
- Distinguishing between application and hardware problems or RF Physics limitations.
- Supporting TagMatiks end users in the form of verbal instructions and/or live demonstrations (Perform individual or group trainings if needed).
- Resolving problems, duplicating end user issues, troubleshooting, and escalating problems as needed.
- Interacting with people on all levels of the organization domestically and internationally.
- Troubleshooting complex problems and providing suggested solutions Identifying and requesting appropriate information/documentation from end-users to resolve requests.
- Differentiating between support requests and requests for new functionality and handling appropriately.
- Performs other related duties and tasks as necessary or as assigned.
- Coordinating work in multiple time zones and countries with potential of changing own schedule as needed.
- Must be adept at working with various cultures.
- Grow personally and have fun.
B.E / B.Tech with excellent communication skills