Zoho Support Specialist

• Provide firstline technical support to customers who are using Zohos products including troubleshooting and problem resolution.
  
• Handle customer inquiries and troubleshoot software issues using Zoho Desk providing timely friendly and efficient assistance.
  
• Troubleshoot technical issues reported by clients utilizing your indepth knowledge of Zoho products and services.
  
• Understand customer requirements and need to offer suitable solutions and guide customers through the correct steps to resolve issues.
  
• Identify the root causes of technical problems and work towards timely resolutions.
  
• Guide clients through the onboarding process assisting with setup and configuration of Zoho solutions.
  
• Provide training and support to clients ensuring they have the necessary knowledge and skills to use Zoho software effectively.
  
• Escalate complex technical issues to internal teams for further investigation and resolution.
  
• Collaborate with internal teams to improve support processes continuously and enhance customer satisfaction.
  
• Contribute to the creation and maintenance of support documentation and knowledge base articles.
  
• Gather client feedback and relay it to the appropriate teams for product improvement.
  
• Stay updated on new features updates and enhancements in Zoho products and engage in continuous learning to enhance technical knowledge.
  
• Track and document customer interactions in detail including the nature of the inquiry the resolution process and the final outcome.
  
• Contribute to the development of client training materials and support documentation based on common inquiries and issues.
  

Requirements

• Minimum 1 year experience in technical support role preferably with expertise in Zoho products and services.
  
• Proficient in using Zoho Desk Zoho Assist and Zoho Lens for customer support.
  
• Strong knowledge of Zoho applications their functionalities and troubleshooting methodologies.
  
• Excellent communication skills both written and verbal with the ability to explain technical concepts to nontechnical users.
  
• Strong problemsolving and analytical thinking skills.
  
• Ability to prioritize and manage multiple client inquiries and issues simultaneously.
  
• Customerfocused mindset with a passion for delivering exceptional service.
  
• Ability to work effectively both independently and as part of a team.
  
• Detailoriented with a commitment to accuracy in troubleshooting and issues resolution.
  
• Strong documentation and organizational skills.
  
• Proactive attitude with a willingness to learn and adapt in a fastpaced environment.
  
• Exceptional customer service skills with a passion for helping customers and providing a positive experience.
  
• Organizational skills and the ability to juggle multiple inquiries or issues at once.
  
• Additional Requirement: Candidate must have their own laptop.
  

Benefits

• Competitive salary and benefits package.
  
• Opportunity to work with a diverse range of clients and industries.
  
• Professional growth and development opportunities.
  
• Collaborative and supportive work environment.
  
• Exposure to cuttingedge technology and industryleading Zoho applications.