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22/11 Saksham Sharma
HR at Qobotic Technosoft

Views:11 Applications:7 Rec. Actions:Recruiter Actions:2

Executive - Customer Success - IT (0-1 yrs)

Gurgaon/Gurugram Job Code: 186310

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.

Education :

B.E / B.Tech with excellent communication skills

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