13 Oct
Kran Consulting
Malappuram
Looking for smart and confident candidates who are capable of customer management. The candidate should have excellent communication skills in English and Hindi.
Requirement: Immediate.
Experience: 0-1 year
Location: Mumbai, Maharashtra
Vacancies: 8
Responsibilities:
- Serve as the first point of contact for customers seeking technical assistance over the phone or email or in person.
- Collaborating with the team to effectively document business processes
- Assist in providing holistic solutions that address the challenges faced by the customer
- Assist the stakeholders to define user acceptance tests for new or improved business processes and IT systems.
- Checking and analysing derived requirements that meet the customers’ requests
- Take part in meetings with stakeholders and assist in presenting issues and solutions both verbally and in writing
- Tech savvy with working knowledge of office automation products, databases (RDBMS preferred) and IT related terms.
- Good understanding of computer systems, mobile devices and other tech products.
- An in-depth understanding of the software and equipment used by the customers/ organization.
- Taking ownership of customer issues reported and seeing problems through to resolution
- Ask customers targeted questions to quickly understand the root of the problem
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Track reported issues through to resolution, within agreed time limits
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Provide prompt and accurate feedback to customers
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain good relationships with internal team and client-side stakeholders
- Ensuring that the appropriate documents, manuals, etc., are up to date and readily available
Qualification and Skills
- Bachelor’s degree in Information Technology, Computer Science or relevant field
- Knowledge using Windows/Linux/Mac OS environments
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and troubleshoot basic technical issues
- Ability to provide step-by-step technical help,
both written and verbal
- Language proficiency in English and Hindi
- Logical thinker and ability to deal with difficult stakeholders
- Good interpersonal and Customer care skills
- Excellent problem-solving and communication skills
▶️ Customer Support Engineer
🖊️ Kran Consulting
📍 Malappuram