customer support Executive

Key Responsibilities:

· Oversee the day-to-day operations of the Technical Support Team

· Be the point of contact when it comes to technical escalations

· Record and track team SLAs and workflows

· Assigning ARC collection Responsibilities

· Provide support where needed for both internal and external customers.

· Clearly communicate escalated issues to L3 and product managers as needed

· Manage and report on all incoming technical support inquiries

· On-board all new technical support team members

· Periodically conduct Webinar and KT session to internal external

· Be actively involved with the operational delivery and UAT if required for new product and feature releases

· Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner

· Work to create any relevant support material for the team

· Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents

· Implement any necessary preventive measures to reduce customer faults and issues

· Review all technical support related processes and documentation for continuous improvement

· Assist in the creation and implementation of customer self-service material and tools

· Evaluate and analyse Bitrix case trends to prevent future issues

Qualifications:

Bachelor’s degree in IT & Computer science Required. Prefer Certified Course in SQL.

Experience:

• 0-1 year of experience in a IT customer support role in POS Software.
• Familiarity with CRM systems and customer support software is a plus.
• Prefer IT support with SQL knowledge is plus
• Immediate joiner Required

Job Types: Full-time, Fresher

Pay: ₹15,000.00 - ₹18,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Education:

• Bachelor's (Required)

Shift availability:

• Day Shift (Required)

Work Location: In person