Technical Associate

Job Role

• 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.
  

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.
  
• 0 to 2 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 priorities
  
  

Key Result Areas

• Customer Satisfaction of assigned clients
  
• Problem & query analysis, understanding & Solving