Job Description Assist in deploying and configuring software solutions on cloud platforms. Provide first-level and second-level technical support to clients. Collaborate with internal teams to troubleshoot and resolve technical issues. Guide customers through onboarding, setup, and integration processes. Ensure smooth implementation of updates, patches, and new releases. Create and maintain technical documentation, user guides, and support materials. Monitor systems and suggest optimizations or improvements. Conduct user training sessions and provide post-deployment support. Required Qualifications: B.Tech in Computer Science, IT, or a related field. 1–3 years of experience in technical support, cloud deployment, or software implementation. Knowledge of cloud platforms. Strong communication, analytical, and troubleshooting skills. Ability to work independently and handle multiple client projects. Candidates from Calicut preferred.
Job Description 1. Customer Onboarding Guide new customers through the onboarding process. Ensure smooth adoption and setup of the product/service. Educate customers on key features and best practices. 2. Relationship Management Build and maintain strong, long-term relationships with customers. Act as the main point of contact for customer queries and concerns. Conduct regular check-ins and business reviews with clients. 3. Customer Retention & Satisfaction Monitor customer health scores and proactively address issues. Identify at-risk accounts and take steps to retain them. Ensure high customer satisfaction and loyalty. 4. Upselling & Expansion Identify opportunities for upselling or cross-selling based on customer needs. Collaborate with the sales team to renew or expand contracts. 5. Product Advocacy & Feedback Act as a bridge between customers and internal teams (Product, Sales, Support). Share customer feedback and insights to influence product roadmap and improvements. Advocate for customer needs within the organization. 6. Data & Reporting Track key customer success metrics (churn rate, NPS, engagement). Prepare and present customer success reports and updates to management. Maintain accurate records of customer interactions in CRM systems. 7. Support Coordination Collaborate with support and technical teams to resolve customer issues quickly. Ensure timely follow-ups and communication on support cases. 8. Training & Enablement Provide training sessions, webinars, or documentation to empower customers. Help customers become self-sufficient in using the product. Key Skills Required: Strong communication and interpersonal skills Problem-solving and analytical thinking Customer-focused mindset Ability to manage multiple accounts and priorities Familiarity with CRM tools (e.g., Salesforce, HubSpot) Educational Qualifications: Bachelor’s degree in Business Administration, Marketing, Communications, Information Technology, or a related field. A Master’s degree (MBA or equivalent) is a plus, but not mandatory.
Job Summary We are seeking a skilled and customer-focused Technical Support and Implementation Engineer to join our IT team. This role involves providing technical support to end-users and clients. Key Responsibilities Technical Support: Provide first and second-line support to internal users and external clients via phone, email, and ticketing systems. Troubleshoot software, network, and application issues. Escalate unresolved incidents to relevant teams. Document issues, root causes, and resolutions in the knowledge base. Implementation: Assist in the planning, configuration, deployment, and integration of new systems or applications. Coordinate with project teams and vendors during implementation phases. Perform system testing, UAT support, and user training post-deployment. Qualifications Bachelor of Technology (B.Tech) in Computer Science, IT, Electronics, or a related field (preferred) 1+ years of experience in a technical support or implementation role. Solid understanding of support methodologies, IT infrastructure, and software deployment. Experience with ticketing tools Strong communication, problem-solving, and organizational skills. Preferred Skills Experience in SaaS or enterprise software environments. Familiarity with SQL, APIs, or integration tools.