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