Technical Support Intern

Job Description: Customer Executive

About Company

Botree Software is the first of its kind “Warehouse to Consumer” solution suite that helps companies manage their distribution and supply chain networks and improve their connects at the store and shopper level with insights basis the data across the entire value chain.

We have 20 years+ of rich experience in RTM and we enable more than $12 Bn business annually with
60K+ distributors and 20K+ SFA users across the world. Retail data analytics specialist RedSkyTechnologies has merged with us and has added an in-store services platform to our repertoire that processes 5M+ transactions every month. We are a trusted partner to 40+ FMCG majors and are a market leader in this space in South Asia.

With our data insights platform, we are assisting FMCG, Consumer Durables, and Telecom industries to use insights from secondary and tertiary sales to augment their decision-making including driving real time promotions. We have a strong business team led by FMCG and IT veterans and a strong product engineering team that is known for its deep domain knowledge and cutting-edge platform and data analytics experience.

Our solutions include -

The world’s largest distribution management system.

Cloud-first, multi persona sales force automation with built-in collaboration capabilities.

API enabled B2B-ordering app and tele-calling solutions.

Data analytics and machine learning for business, risk, and supply chain.

Software agnostic retail integration with loyalty and hyperlocal ordering.

Website link: https://botreesoftware.com/

Responsibilities

• Interface with existing / new customers over phone and/or email
• Resolve service issues (Level 1 & 2 as appropriate) by understanding, clarifying customer problem, determining the cause, and ensuring resolution based on SLAs
• Manage customer expectations of response time, issue resolution and quality support
• Generate report on need basis
• Provide periodical summary report on calls / issues
• Escalate issues appropriately
• Analyse and provide feedback to reduce the number of issues experienced by customers
• Update ITSM tool / Issue Tracker with root cause and resolution steps against calls tracked
• Update job knowledge by continuous self-learning, interacting with team members and maintaining personal / professional networks

Technical Skills

• Basic knowledge of MS Office Applications.
• Basic knowledge of SQL.

Job Qualifications

• Graduate in any Degree

Experience

• 0 - 1 year experience in Customer Support

Languages

• Hindi & English are mandatory. Other regional languages if any would be preferrable.

Job Type: Full-time

Pay: ₹15,000.00 - ₹20,000.00 per month

Ability to commute/relocate:

• Guwahati, Assam: Reliably commute or planning to relocate before starting work (Required)

Experience:

• total work: 1 year (Preferred)

Work Location: In person