Customer Success Executive

Gurgaon, India

As an integral part of RFID4U support team, this role is responsible for providing Technical support to end users over a variety of issues on primarily our industry leading TagMatiks application suite & on its deployment. 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 :

- Responding to telephone calls, emails, web meetings and other requests for Technical support on TagMatiks Solutions (Software & Hardware).

- 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.

- Utilizing ticketing systems available to log issues and track them until resolution; effectively closing tickets.

- Should understand Downtime & Uptime and able to align with SOPs and set processes for meeting customer expectations.

- Conducting follow-up activities with end-users in the form of emails, web meetings messages and/or phone calls to close out requests.

- Helps in Installation, Configuration & Troubleshooting of RFID device like Readers, Antenna, Mobile RFID readers / PDA, Barcode Readers, Printers.

- Adhering to support group metrics and KPI's.

- Distinguishing between application and hardware problems on RF Physics.

- 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.

- Differentiating between support requests and requests for new functionality and handling appropriately.

- Interacting with people on all levels of the organization domestically and internationally.

- Coordinating work in multiple time zones and countries with potential of changing own schedule as needed.

- Must be adept at working with various cultures.

- Performs other related duties and tasks as necessary or as assigned.

- Grow personally and have fun.

Required Job Skills :

- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

- Experience in Radio Frequency Identification (RFID), Data Collection, IOT industry is must.

- Experience of asset tracking and inventory business processes, such as (but not limited to) : inventory cycle counting, asset life cycles, supply chain logistics will be of added advantage.

- Have extensive mobile and/or cloud-based client application design, implementation and/or development experience.

- Experienced with both licensed software applications as well as hosted/managed software applications (including Software as a Service).

- Must possess outstanding written and verbal communication skills in English language.

- Should be Honest & Sincere, have dedication towards work.

- Ability to organize, manage, and track multiple detailed tasks and requests with frequently changing priorities.

- Ability to master understanding of product functionality and objectives.

- Ability to identify potential product needs based on support requests.

- Ability to provide training.

- Ability to recognize trends in the type and nature of the support issues and communicate these trends via reports to management.

- Should work Independently with minimum supervision and able to do Multi-tasking

- Have the sensibility of what is being asked and are we doing it right ? If not then ASK

- Energetic, inspiring, self-driven, hard-working, results-oriented and solution-minded!!

- Must enjoy working with customers and being driven by customer expectations.

- Must have strong analytical and problem-solving skills.

Experience :

- Minimum 2 to 4 years- experience either in software design / development, product management and/or related software/ hardware solution implementation experience.

Education :

- Bachelors in Science / Technology or equivalent.

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