Job
Description
Position: Tally Support Executive Location: Delhi Reports to: Support Head Department: Customer Support Employment Type: Full-Time Role Overview: We are seeking a knowledgeable and customer-focused Support Executive to join our technical support team. The Support Executive will be responsible for providing technical assistance and support to our customers, primarily focusing on Tally accounting software. The ideal candidate should have excellent knowledge of Tally Software, Addons and Customisations along with strong problem-solving skills and a passion for delivering outstanding customer service. This role involves diagnosing and resolving technical issues, assisting with product usage, and ensuring customer satisfaction. Key Responsibilities: 1. Technical Support & Troubleshooting: - Provide timely and accurate technical support to customers via Anydesk, Ultraviewer, TeamViewer, Zoom, phone, email, and chat, addressing inquiries and issues related to Tally software. - Diagnose and troubleshoot software problems, guiding customers through step-by-step solutions. - Assist customers with installations, configurations, upgrades, and usage of Tally products. 2. Customer Assistance & Education: - Ability to understand the business processes in Mfg., Trading and Service Industry. - Educate customers on product features, functionalities, and best practices to maximize their use of Tally software. - Offer training and guidance to customer on how to navigate and utilize the software effectively for their business needs, so customer can handle small issues themselves. - Create the Videos, Education material for customer self-help. 3. Issue Escalation & Resolution: - Escalate complex or unresolved issues to higher-level support (L2) or the Support Head, as needed, while ensuring timely follow-up and resolution. - Collaborate with the technical team to develop solutions for recurring issues and contribute to the improvement of support processes. 4. Documentation & Reporting: - Maintain detailed records of customer interactions, issues, and resolutions in the Tally Track (customer cases) / CRM system. - Document and update knowledge base articles, FAQs, and other support resources to assist customers and support team members. 5. Customer Relationship Management: - Build and maintain positive relationships with customers, ensuring a high level of customer satisfaction and retention. Improve customer Happiness Index ( - Gather customer feedback and provide insights to the product and development teams to improve product quality and customer experience. 6. Continuous Learning & Development: - Stay updated on the latest features and updates of Tally software, as well as industry trends and best practices. - Participate in ongoing training and development programs to enhance technical skills and customer service capabilities. Qualifications: - Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent work experience. - Proven experience in a Tally technical support or customer service role, preferably with a focus on software products. - In-depth knowledge of Tally accounting software, including installation, configuration, and troubleshooting. - Excellent communication skills, with the ability to explain technical concepts in a clear and understandable manner. - Strong problem-solving abilities and a customer-centric approach to service. - Proficiency in using CRM systems and support management tools. - Ability to work effectively both independently and as part of a team. - Good organizational skills and attention to detail. Why Join Us: - Opportunity to work with a dynamic and supportive team. - Competitive compensation package, including performance-based incentives. - Opportunities for professional growth and career advancement. - Comprehensive training and resources to enhance your technical and customer service skills. Job Type: Full-time Pay: ₹12,000.00 - ₹25,000.00 per month Schedule: Day shift Work Location: In person
