Job
Description
Credgenics is India's first-of-its-kind NPA resolution platform, backed by credible investors including Accel Partners and Titan Capital. We work with financial institutions, banks, NBFCs, and digital lending firms to improve their collection efficiency using technology, automation intelligence, and optimal legal routes in order to facilitate the resolution of stressed assets. With all major banks and NBFCs as our clients, our SaaS-based collections platform helps them efficiently improve their NPA, geographic reach, and customer experience. We are looking for a Senior Associate - Application Support for our dynamic team . What you'll d o:A single point of contact for customers' technical iss ueAnalyse, track, and resolve customer issues in a prompt manner to ensure the highest level of client satisfactio n.Troubleshoot customer issues to establish the root cause of problems and form a solutio n.Cross-collaboration with Internal teams (Success, Engineering/Product and Sale s)Reproduce customer issues and, if necessary, file bug reports, escalate cases to engineering, and provide necessary documentatio n.Provide documentation content and participate in online forum support in real-tim e.Provide prompt and accurate feedback to customer s.Refer to internal databases or external resources to provide accurate technical solution s.Ensure all issues are properly logged and follow the case management proces s.Prioritise and manage several open issues at one tim e.Maintain a deep understanding of product features, architecture, technical components, and application functionalit y.Proven ability to mentor and display leadership and ownership of issue s.Communicate clearly and effectively with customers, fellow support team members, the development team, and the executive tea m.KPIs: First call resolution, Open case ageing, average resolution days, CSAT, knowledge creation, et c. What we're looking f or:Proven work experience as a Technical/Customer Support Engineer, Desktop Support Engineer, or similar ro le.Knowledge of APIs, SQL, Excel, Log Analysis and Dial er.Good understanding of computer systems, mobile devices, and other tech produ ctsAbility to diagnose and troubleshoot basic technical issu es.Familiarity with remote desktop applications and help desk software (e.g., Zoho, Zende sk)Excellent problem-solving and communication ski llsAbility to provide step-by-step technical help, both written and ver bala BS degree in information technology, computer science, or a relevant fie ld.Experience: 2-4 Years (Preferred B.Tec h.) Show more Show less
