Job Description

Key Responsibilities:

  • Provide phone/ email/ remote support consultation to debug customer problems.
  • Implement and Support the product (CRM) by understanding the customer requirement as presented by the Sales Team.
  • Understand the product issues reported by the customer and reproduce it locally and resolve them.
  • Work with the senior members in the group to provide workarounds for the customer reported issues.
  • Escalate Service Requests to senior members in the group when unable to overcome obstacles.
  • Learns from escalated Service Requests and avoids repeated escalations of the same problem type.
  • Create Change Requests for the defects/enhancements reported by the customer.
  • Learn the technologies required for supporting the product.
  • Create Knowledge Base articles (FAQ/Solutions) for the Service Requests that have repeat value.
  • Develop good communication skills (phone/email) to provide excellent support to the customer.

Skills/Experience/Desired Parameters:

  • A degree in computer science, software engineering, IT or related subjects
  • 1-2 years of Product Support experience (CRM Support Executive or Jr Analysts).
  • Excellent verbal and written communication skills
  • Strong customer oriented attitude
  • Comfortable with a high-volume workload with the ability to multitask and prioritize things accordingly.

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