Key Responsibilities (Job Description):
- Must have experience in Application support(non-technical) along with regular customer support.
- Need to have ability to understand the complex Applications. Having ERP support experience is an added advantage
- Need to have ability to train users on applications/ERP s.
- Interact with clients and build relationships with them while ensuring their needs are met.
- Good business communication skills i.e. call, email, letters, reports, presentations, etc.
- Coordinate with team and ensure they are providing an exceptional client experience.
- Mastermind creative ways to deliver an exceptional client experience.
- Develop and oversee the implementation of client service protocols.
- Resolve complex client problems or disputes in a professional manner.
- Keep records and documentation of client interactions for training purposes.
- Create monthly and quarterly departmental reports to determine whether KPIs are being met and where there is an improvement.
- Time-management skills and the ability to work under pressure.
- Problem-solving skills and diplomacy.
- Reporting and tracking of issues that are raised by customers.
- Creating and maintaining SLAs for all clients.
Qualifications / Experience:
- B.Sc. , B.Tech/B.E. , BCA , MCA / Any Graduate
- 2-3 years of experience working as a Application/Customer Support Executive or a similar position in the Application support department.