Coordinate with vendors and support team on problem resolution, implementation issues and upgrades
Respond to customer queries in a timely and accurate way, via phone, email or chat.
Improving the customer experience & encouraging customers to raise tickets via portal / ticketing tool.
Ensuring SLA is met on a daily basis Able to communicate challenges faced by clients to internal escalation and technical teams.
Able to provide L1 & L2 technical support to clients when via email, phone and ticketing tool. Scheduling preventive maintenance exercise with clients and internal tech team (Quarterly, half yearly and yearly) Liaison with clients, Sales, Tech and Ops team whilst Overseeing the customer service process.
Possessing excellent product knowledge to enhance customer support. (training will be Provided)
Complete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved.
Act as the initial point of contact for all computer and system related concerns from clients.
Excellent interpersonal and written and oral communication skills.
Ability to grasp knowledge in a fast-paced environment
Knowledge of CRM systems.
Knowledge of mediation and conflict resolution techniques is preferable.
Industry-specific certification in relevant computer languages or software may be required 3 to 5 years of proven experience in a customer focus position involving and technical knowledge of a companies' products and services.
Comfortable working in and assisting others through company help desk software.
Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
Ability to prioritize and manage several milestones and projects efficiently Professional written and interpersonal skills are essential when communicating with customers and clients