Required Skills

technical support customer service

Work Authorization

  • Citizen

Preferred Employment

  • Full Time

Employment Type

  • Direct Hire

education qualification

  • UG :- - Not Required

  • PG :- - Not Required

Other Information

  • No of position :- ( 1 )

  • Post :- 25th Aug 2022


Job Description for Team Leader Forum Remote Support

Role Summary

The position of a remote support team is to interact and provide in-depth technical support/assistance to customers.

Process Summary

This is an ERP/Web – Application Remote Support process developed by SIFY which is primarily used by the stockiest/trading partners/ for their Sales and Distribution process

Job Responsibilities

  • Analyze, Identify and troubleshoot technical queries raised by customers via phone, email or the self-care portal
  • Ensure FCR/FTR of tickets are maintained at the targeted point
  • Ensure proper documentation of the resolution in CRM for problem management activities
  • Display onus and accountability by coordinating/following up with internal teams to ensure OLAs are met
  • Ensure targeted SLAs are achieved by improvising the workflow and review of the knowledge database
  • Initiate and promote continuous improvement programs across sphere of influence
  • Accountable for C-Sat in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones
  • Demonstrate strong customer service in all activities, setting the appropriate example
  • Manage escalation process and ensure client satisfaction in issue resolution
  • Train new resources on the process

Technical Skill pre-requisites

  • Good knowledge on Windows Operation System
  • Good knowledge on MS-Office packages
  • Server related knowledge is a plus
  • Basic knowledge on supply chain management
  • Need to have basic knowledge about SQL, PSQL and cloud management
  • Knowledge on Sales and Distribution concepts would be an added advantage

Intrapersonal Skills

  • Reliable, self-motivate and ambitious
  • Great analytical and reporting skills
  • Excellent communication skills and high sense of responsibility
  • Ability to work under pressure
  • Team player and leadership ability
  • Ability & willingness to coach/develop others
  • Strong acumen on customer service skills
  • Capable of learning anything new according to business needs
  • Adaptability

Vernacular Skills

English – Read, Write & Speak – Excellent

Hindi – Speak – Good

* Other Regional Language would be an added advantage

Company Information