Responsibilities
- Implementation and post-implementation support both at the site and remotely from the office
- Readying implementation data pre-requisites, creating implementation blueprints as per project orders and adhering to process during implementation and training sessions
- Implementation of PMS applications and conducting training sessions for customers
- To record and classify received incidents and undertake immediate efforts toward its closure
- To log all incident/service requests, categorize and allocate categories/ classifications
- Follow SOPs in handling incidents raised and ensure an escalation or closure
- Accurately manage crisis escalation and transfer calls/tasks to other teams as appropriate
- Respond to technical support issues at a moment’s notice and be on-call as needed.
- Troubleshooting a variety of technical and non-technical issues customers are facing with their respective products. Performs miscellaneous job-related duties as assigned by the supervisors and management.
- Response to customer inquiries by understanding inquiries; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer\’s understanding of information and answer.
- Improves quality service by recommending improved processes; identifying new product and service applications.
- Understanding of technical terminologies. Ability to ask open-ended questions and uncover information. Ability to work as part of a team. Well organized, meticulous attention to detail with the ability to multitask. Proficient attention to detail
Qualifications
- Excellent Verbal and Written Communication Skills
- Excellent presentation and technical writing skills
- Strong customer-focus and problem-solving skills
- Skills in planning, organizing, and adapting within a multi-tasking environment
- Able to work independently and under pressure
- Having good knowledge of a product depending on the service area
- Able to identify trouble spots and excellent problem-solving skills
- Good team player
- Able to learn new and evolving technologies
- Excellent time management skills and customer service skills
- Knowledge of IoT and Windows range of applications
- Having knowledge of remote connectivity tools (AnyDesk, TeamViewer, RDP, LogMeIn, etc.)
- Bachelor’s Degree or Equivalent educational qualifications
- Multi-linguistic skills
- Hospitality Domain knowledge preferred
- Knowledge of SQL preferred
Experience if any:
- Experience in the Hotel industry (Hotel IT, Front Office)
- Experience in Technical Support Center
- Experience in handling ERP solutions or Interfaces
How To Apply For The Job | Customer Support Executive at IDS Next Business Solutions Pvt Ltd
To submit your application, click on the link below and complete all relevant fields on the online application form.
CLOSING DATE: 30th Oct, 2022.