Technical Customer Support

Eligibility Criteria:

• Ability to work in team environment
• Bachelors degree in CS or IT or related field.
• Familiarity with customer service software (CRM,ticketing systems) for chat and call

process.

• Ability to work flexible hours ,including evenings and weekends.
• Earlier experience into chat, call and email support process.(Technical support

experience)

• Customer oriented approach and ability to adapt to different situations. Handled

enterprise/Individuals client issues.

• Hands-on experience on MS office suite.
• Ability to multitask and problem solving skills
• 0-2 years of experience
• Excellent communications skills written and verbal.

Responsible for :

1. Respond to customer queries via chat,email, phone in a timely and professional manner.

2. Proactively responding to tickets or issues.

3. Resolve customer queries or issues with required solutions by coordinating with internal

teams for query resolution.

4. Provide required information about products and services offered by Provakil.

5. Update customer information and issue details in the ticketing platform and Present

weekly ticketing updates to management.

6. Analyzing the challenges faced by clients and passing the details to the technical team.

7. Should be aware of product feature updates.

8. Flexible in working shifts and 6 Days working in shifts

9. Customer engagement on a daily or weekly basis.

Requirement:

1. Respond to customer queries or technical issues via email in a timely and professional

manner.

2. Resolve customer complaints or issues by providing appropriate solutions or alternatives.

3. Should have knowledge of API integration, cloud based tools.

4. Interact with the cross team to get the issues resolved.

5. Hands on experience on CRM or any ticketing system.

6. Should be able to lead meetings and training sessions.

7. Worked in a customer facing environment.

8. Troubleshoot technical issues at level 1 and level 2

9. Handled customer escalations and worked on escalation matrix