Job Description

Product Support, Software product Training, Technical support

Attend to support cases via phone, email or online web tools Collect information from users to understand and resolve problems remotely Develop and maintain good working relationships with clients by providing timely responses to customer requests through calls, chats and/or emails Analyze and categorize incidents to diagnose and resolve them to the best of their ability, and redirect support cases to the right support staff/resource when necessary Advise customers on the appropriate action Utilize available resources and aids in coming up with solutions for problems Accurately log relevant details of all interactions with customers Follow up pending actions from customers and other resources in the organization and track each call to resolution. Strictly follow support procedures while abiding with privacy guidelines in handling customer information Maintain the database for Query and Diagnostics Knowledge base Conduct customer training Perform other related duties as assigned Assist the Account Managers in customer satisfaction by ensuring proper on-boarding of clients, getting clients feedback, addressing their concerns, and handling of clients additional requests Coordinate with product team for executing product deployment and training of clients Stay abreast on company products and services Address: Conrep Solutions Pvt Ltd, 4th Floor, Aadya Arcade, Plot no, 20, Jayabheri Park Rd, opp. lane of KVR Garden, behind Cine Planet, Ruby Block, Kompally, Hyderabad, Telangana 500014. Timing: US Shift - Should be working from Office Premise.