Support Executive
Support Executive
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0-1years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Key Responsibilities:
1. PostImplementation Support
- Provide ongoing support to clients after the application implementation to ensure smooth operations.
- Troubleshoot issues related to system configurations functionalities and performance.
- Offer guidance on the proper usage of the implemented applications to ensure clients maximize value.
2. Technical Issue Resolution
- Respond to client inquiries issues and concerns related to the application setup.
- Log track and prioritize all support requests through the designated ticketing system.
- Resolve applicationrelated issues and escalate complex cases to senior technical teams as necessary.
3. User Assistance and Training
- Assist clients with user access issues configuration settings and workflow questions.
- Provide training materials and resources to clients to help them become proficient in using the application.
- Conduct training sessions if needed to ensure that users understand all relevant features and processes of the implemented application.
4. Documentation and Knowledge Base Management
- Document common issues resolutions and FAQs to build and maintain an internal knowledge base.
- Update user manuals and troubleshooting guides based on recurring issues or new application features.
- Maintain detailed records of each support request for tracking purposes.
5. Client Relationship Management
- Maintain clear and professional communication with clients to keep them informed about the status of their support requests.
- Ensure client satisfaction through regular followups and proactive issue resolution.
- Build longterm relationships with clients to foster trust and confidence in the support provided.
6. Application Monitoring and Feedback
- Monitor the performance of applications postimplementation and report any critical issues to the technical team.
- Gather client feedback on the implemented solution to identify areas for improvement or additional support needs.
- Assist the implementation team in refining the deployment process based on support desk insights and feedback.
7. Collaboration with Implementation and Development Teams
- Work closely with the implementation and development teams to ensure seamless deployment and troubleshooting.
- Provide insights and feedback from clients that may contribute to future application enhancements or updates.
Requirements
Requirements
Requirements Experience in a support desk or customer service role, preferably in application implementation or IT support. Strong technical knowledge and troubleshooting skills, with experience supporting cloud-based applications (e.g., Zoho, CRM, ERP systems). Excellent communication and interpersonal skills to interact with clients and internal teams. Ability to understand and explain technical concepts in a simple, clear, and concise manner. Familiarity with ticketing systems (e.g., Zoho Desk, Zendesk, Freshdesk) and customer service management tools. Strong problem-solving skills and ability to manage multiple support requests efficiently. Basic knowledge of business processes and how they relate to application implementation (CRM, Sales, Marketing, etc..
Education
Experience in a support desk or customer service role, preferably in application implementation or IT support. Strong technical knowledge and troubleshooting skills, with experience supporting cloud-based applications (e.g., Zoho, CRM, ERP systems).
Employment Type
Full Time
