Technical Support Executive

TraceLink Inc.

Location

Pune | India

Job description

As part of our Customer Success organization, the Customer Service Representative is critical to help assure the overall success and satisfaction of customers in utilizing solutions in the TraceLink digital network
This role requires a unique combination of skills including strong written and verbal communications, problem handling, problem solving, and administration to be successful
The target candidate will have experience working with web applications, monitoring, and responding to customer inquiries, managing customer data, and troubleshooting and solving customer issues

Responsibilities:

Review and respond to all incoming customer communications professionally and with a smile
Strong problem analysis skills and ability to work in a fast-paced, high demand work environment
Ability to cope with varying workload and self manage assigned tasks
Follow up on customer communications with request for additional information
Must be detailed oriented - with strong attention to accuracy and problem solving
Work closely with Primary Technical Support team/Cross functional teams to provide solution to customers in an efficient manner and ensure the highest level of customer satisfaction
Resolve and/or route issues based on documented operating procedures
Collaborate with Tier1/cross functional teams for adhoc tasks
Liaise/support inter-department requirements to increase service level to our customers
The ability to produce well-written technical documents/playbooks and proactively shares updates received from cross functional teams.
Share lessons learned and outside experiences regarding technologies, tools, and processes/Best practices
Flexible and goes the extra mile to provide coverage during team absence
Provide feedback and recommendations to improve operations
A willingness to learn new technology
Send Daily, Weekly and Monthly productivity reports to reporting Manager

Qualifications:

Previous work experience in supporting SaaS applications
Strong, customer-friendly communication, attitude, and passion
Excellent verbal and written communication skills and ability to be assertive
Highly customer focused and very responsive
Can do, get it done attitude
Ability to follow operational processes
Degree in BSC IT, BE/BETech Computer Science
2-3 years working experience as a Technical Support Executive
Ready to work in a 24X5 and eventually a 24X7 work environment
Technical Skills: Linux/Unix Trouble shooting, Data parsing, Reading logs, XML, good understanding of Data base SQL/NOSQL, Excel/CSV, Secure CRT
Working knowledge of Sales Force/Service Cloud, Jira, Confluence
Good to have skills:

Job tags

Salary