Job Description 

Key Responsibilities:

• Role would require day in – day out client interactions over telephonic calls and remote sessions over any desk or any other remote tool.
• End to End software implementation: installation, configuration, integration, defining various policies as per the client requirements, etc, and getting the certification of completion from the client.
• Train the users functionally and technically on our various software aspects.
• Provide technical support along with basic troubleshooting on L1 Level and provide ad-hoc training to customers who use the company’s product, replying to inbound queries.
• Responsible for database support, troubleshooting problems by writing SQL queries, deploy new patches on UAT and production server at IIS server.
• Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
• Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager.
• Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
• Escalate unresolved queries to respective departments for accurate redressal.
• Knowledge of ticket management system.

Required Skill Sets:

• Education Qualification: Any computer degree: BCA / BSc (Information Technology) / BSc (Computer Science) / BE or BTech Computer Science / BE or BTech IT etc / MCA.
• 0 to 2 Years experience in Software – Customer Success / Support Domain.
• Experience of working with various databases like SQL, Oracle & MS Access or with software implementation & ticketing tools will be an added advantage.
• Good understanding of computer, internet, and IT literacy with the ability to learn new technology quickly.
• Basic knowledge of SQL / Oracle Database – writing SQL queries to troubleshoot errors
• Basic knowledge of networking, windows desktop/servers, IIS, and troubleshooting tools
• Good listening and problem-solving skills
• Customer service and a customer-centric attitude

Desired Personality traits

• Soft spoken & pleasing, professional, presentable at the same time sharp to handle small and large clients
• Technically &Logically Strong
• Strong analytic, problem solving & Interpersonal Skills
• Strong work ethic and sense of commitment 
• Ability to balance multiple priorities

Key Result Areas

• Customer Satisfaction of assigned clients
• Problem & query analysis, understanding & Solving

Key Performance Indicators

• Prompt, responsive, responsible, and friendly approach to client situations
• Zero customer complaints
• Client Feedback