Customer Support
Customer Support
Posted on :
24-03-2024
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
24-03-2024
Job Description
Req ID : 2659351
This is a technical support role that
requires midsized application troubleshooting and support as well as a customer centric
personality. Qualified candidates must have experience with phonebased application
support strong communication and organization skills and must pay close attention to detail.
Familiarity with Windows OS/Server troubleshooting is preferable.
RESPONSIBILITIES:
Provide firstline telephone technical support for the Q2 Solution
Troubleshoot/resolve basic customer problems
Answer phone calls in a highpaced environment within acceptable service levels
Accurately record cases including customer comments proper categorization and
fully document issues for quick resolution without requiring additional contact with the
customer to obtain basic details
Accurately establish and record case priority
Deescalate customer concerns and provide resolution
Use available tools procedures instructions and documents to resolve technical
problems
Maintain indepth knowledge of Q2 Solution usage to answer how to questions and
provide stepbystep instructions to customers
Thoroughly document all research/conversations utilizing a case tracking system
Provide regular updates to customers regarding ongoing troubleshooting and
resolution efforts
Manage an individual open case queue while being assigned new cases on a daily
basis
May receive escalated cases and tasks from customers or management and must
prioritize accordingly
Escalate unresolved problems to the appropriate resources and departments in
accordance with published guidelines
Develop and maintain effective relationships with customers
Follow internal change control process to implement any required product
modifications
Occasionally assist with testing emergency product fixes received from Product
Development as needed
Often make data or configuration edits in a production environment requiring
extreme care and attention to detail
Responsible for ensuring that all security availability confidentiality and privacy
policies and controls are adhered to.
Participate in rotating 24x7 on call support coverage for all issues
Communicate customer status concerns and issues to the Operations Management
as needed
Work closely with employees in other functions such as implementations and
development
Working the US business hours (India nighttime is a must ask)
Additional Job Description
Additional Job Description
EXPERIENCE AND KNOWLEDGE:
Must have at least three plus years of previous phone technical support experience
Understanding of remote tools and basic networking required
Previous enterprise/midsized software support or delivery experience preferred
Excellent communication and organizational skills required
Ability to quickly learn new technologies and programs
Previous customer service experience preferred; Must have ability to provide
assistance to customers in a respectful helpful manner
Knowledge of Banking practices is helpful
Some troubleshooting experience preferred
troubleshooting,application support services,sql,bug tracking,international support,voice processing
Employment Type
Full Time
Key Skills
- Design Engineering
- Baan
- Customer Service
- Fund Management
- ABAP
- Elevator
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