Technical Associate - Implementation

Job Description :

Industry –Office Equipment / Automation / IT Software & Software Services / Electronic / Security and Surveillance

Functional Area –Customer Success - Implementation

Role –Technical Associate - Implementation

Employment Type –Permanent Job, Full Time

Client Visit –Yes

Work location –Gurgaon

Shift –Regular Day Shift

Key Responsibilities:

· Role would require day in – day out client interactions over telephonic calls and remote session over any desk or any other remote tool.

· End to End software implementation: installation, configuration, integration, defining various policies as per the client requirements etc, and get the certification of completion from the client.

· Train the users functionally and technically on our various software’s aspects.

· Provide technical support along with basic trouble shooting on L1 Level and provide ad-hoc training to customers who use the company’s product, replying to inbound queries.

· Responsible for database support, troubleshooting the problems by writing SQL queries, deploy new patches on UAT and production server at IIS server.

· Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.

· Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager.

· Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.

· Escalate unresolved queries to respective departments for accurate redressal.

· Knowledge on ticket management system.

Requirements

Required Skills

· Education Qualification: Any computers degree: BCA / BSc (Information Technology) / BSc (Computer Science) / BE or BTech Computer Science / BE or BTech IT etc / MCA.

· 2 to 5 Years experience in Software - Customer Success / Support Domain.

· Experience of working with various databases like SQL, Oracle & MS Access or with software implementation & ticketing tool will be an added advantage.

· Good understanding of computer, internet and IT literacy with the ability to learn new technology quickly.

· Basic knowledge on SQL / Oracle Database - writing SQL query to troubleshoot errors

· Basic knowledge on networking, windows desktop/servers, IIS and troubleshooting tools

· Good listening and problem-solving skills

· Customer service and a customer centric attitude

Desired Personality traits

· Soft spoken & pleasing, professional, presentable at the same time sharp to handle small and large clients

· Technically &Logically Strong

· Strong analytic, problem solving & Interpersonal Skills

· Strong work ethics and sense of commitment

· Ability to balance multiple prioriti