Job Description

Key Responsibilities

:

Oversee the day-to-day operations of the Technical Support Team

Be the point of contact when it comes to technical escalations

Record and track team SLAs and workflows

Assigning ARC collection Responsibilities

Provide support where needed for both internal and external customers.

Clearly communicate escalated issues to L3 and product managers as needed

Manage and report on all incoming technical support inquiries

On-board all new technical support team members

Periodically conduct Webinar and KT session to internal external

Be actively involved with the operational delivery and UAT if required for new product and feature releases

Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner

Work to create any relevant support material for the team

Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents

Implement any necessary preventive measures to reduce customer faults and issues

Review all technical support related processes and documentation for continuous improvement

Assist in the creation and implementation of customer self-service material and tools

Evaluate and analyze Bitrix case trends to prevent future issues

Qualifications:

Bachelor's degree in IT & Computer science Required. Prefer Certified Course in SQL.

Experience:

0-1 year of experience in a IT customer support role in POS Software.

Familiarity with CRM systems and customer support software is a plus.

Prefer IT support with SQL knowledge is plus

Immediate joiner Required

Job Types: Full-time, Permanent, Fresher

Pay: ?15,000.00 - ?20,000.00 per month

Benefits:

Health insurance Provident Fund
Work Location: In person