Executive - Customer Support - ERP Product

Job Description

- The Right Candidate Will Front end our omni-channel support center by handling inbound calls, help requests on chat support channel or tickets created in our support system. - Understand our business management platform (Rocketflow) and how customers use it to be able to empathize with customers issues and provide resolution - Be responsible to meet our issue resolution benchmarks - Demonstrate visible difference in product knowledge every month - Create and share Adoption Summary reports for key accounts - Good communicator with ability to express technical concepts clearly. - Good Command on MS Excel, MS Power Point and MS Word - Can understand client query. - Problem Solving, Technical and Analytical Skills. - Product configuration, Documentation, Testing Bug Issues, Usability Testing. Top characteristics and traits of a successful CSE : - Has passion for solving customers issues, not leaving anything open and one who enjoys customers appreciation - Soft yet clear communicator of English and Hindi language - A thirst for knowledge and growth in a start-up environment - Flexibility - Run Rocketflyer platform as an administrator acting like a customers extended team - Handle requests related with data setup and user management - Perform audit activities on visual and textual feedback provided by field teams based on certain guidelines - Run various MIS reports and share it with various customer teams Eligibility : - 2+ years of experience in the Customer Support domain. - Experience in ERP Support is a must - Preferably IT educational background of BCA, MCA, BIT, MBA IT or Engineering