Should have excellent oral and written communication skills.
Interface with international Customers to understand their problems.
Work in evening to night shifts for post implementation support to clients in USA and Canada
Work with ERP product which is used by clients in USA and Canada, which needs to be supported.
Phone support experience preferred
Interface with Onsite team
Interface with Technical team offshore to recreate and resolve customer cases.
Test and replicate functional cases of the web based and mobile app faced by customer.Problem Solving Skills.
understand customer problems and try to resolve if solution is already available.
User Trainings/upgrades.
Create End User documentation as required.
Ability to empathize with and prioritize customer needs.
Demonstrate interpersonal skills with a diverse customer base.
Be creative and analytical problem solvers with a passion for excellent customer service.
Handling front-end client communications, through helpdesk tool, call, mail or chat, and understanding the exact issue
Segregating client incident/change request/task/problem and working on them through to a solution.
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Providing application training to internal and external clients through various training modules
RoleAssociate/Senior Associate -(NonTechnical)
Industry TypeIT-Software, Software Services
Functional AreaITES, BPO, KPO, LPO, Customer Service, Operations
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