Job Description

ITD services Pvt Ltd (ITD) is an Indian company based in Mumbai. ITD is an industry-leading in developing Logistics and e-commerce ERPS platform. Clients all over the country rely on us to deliver the technology they need to grow their businesses. Our 20 -person company is well-established and ripe for growth. We are looking for a customer service executive to join our fast-growing team.

Job description

1. Customer Assistance: Provide timely and courteous customer support via various channels such as phone, email, chat, or ticketing system. Assist customers with inquiries, technical issues, and software-related questions.

2. Issue Resolution: Diagnose and troubleshoot software-related problems reported by customers. Work to resolve issues effectively and efficiently, ensuring a positive customer experience.

3. Product Knowledge: Develop in-depth knowledge of the software products or services offered by the company. Stay up-to-date with product updates, features, and capabilities.

4. Technical Guidance: Offer step-by-step guidance to customers on how to use software features, customize settings, and overcome challenges they may encounter during usage.

5. Documentation: Maintain accurate and comprehensive records of customer interactions, issues, and resolutions in a customer support database. Contribute to the creation and updating of user manuals and knowledge base articles.

6. Escalation: When necessary, escalate complex or unresolved issues to higher-level support or development teams while ensuring customers are kept informed about the progress.

7. Customer Feedback: Collect and relay customer feedback and suggestions to the product development and quality assurance teams for product improvement.

8. Communication: Communicate effectively with both technical and non-technical customers, using clear and understandable language.

9. Follow-Up: Conduct follow-up communication with customers to ensure their issues have been resolved to their satisfaction and to gather additional feedback.

10. Troubleshooting Tools: Utilize troubleshooting tools, remote desktop access, and other resources to aid in diagnosing and resolving customer issues.

11. Adherence to Policies: Follow company policies and procedures, including data security and confidentiality guidelines, while assisting customers and handling their data.

12. Continuous Learning: Stay informed about industry trends, software updates, and emerging technologies to enhance support capabilities.

Requirements:

Education: A high school diploma or equivalent is often required. Some roles may prefer or require a bachelor's degree in a related field.

Technical Skills: Familiarity with the software products or services provided by the company is essential. Basic technical knowledge, including the ability to troubleshoot common software issues, is also important.

Customer Service Skills: Strong customer service and interpersonal skills, including patience, active listening, and empathy, are critical for providing exceptional customer support.

Communication Skills: Excellent written and verbal communication skills to effectively convey technical information to non-technical customers.

Problem-Solving: The ability to analyze problems, think critically, and provide creative solutions is crucial for resolving customer issues.

Multitasking: The capacity to handle multiple customer inquiries simultaneously and prioritize tasks efficiently.

Teamwork: Collaboration with other support team members, developers, and QA teams is often required.

Career Path:

A role in software support customer service can lead to various career paths within customer support, technical support, or customer success teams. Advancement opportunities may include roles such as senior customer support representative, customer support team lead, customer success manager, or product support specialist. Additionally, individuals with a strong technical background may transition to roles in software development, quality assurance, or technical account management.

Job Types: Full-time, Permanent

Pay: ?10,000.00 - ?30,000.00 per month

Education:

Higher Secondary(12th Pass) (Preferred)
Experience:

total work: 1 year (Preferred) Customer service: 1 year (Preferred)
Language:

English (Preferred) Hindi (Preferred)
Work Location: In person