Technical Support Executive Job in I Solution Microsystems Private Limited

Position Required : 2
Experience Needed : 0 - 3 yrs

Job Profile
The role of is to track, analyze and suggest optimization for each process element related to customer trial, sign-up, onboarding, usage, billing, upgrade, renewal, customer satisfaction and churn.

Roles & Responsibilities:

• Minimum of 1 year experience in technical support, hosting support, customer service, or customer relationship management, preferably in software.
• Outstanding written and verbal communication skills.
• Somebody who customers will not hesitate to call when they are in problem or call you because they love to talk to you.
• Ability to analyze the customer needs and map them to software solution which addresses the needs is going to be extremely desirable.
• Listen, understand and convey customer requirements.
• Maintain issue log and manage tickets.
• Respond to customer queries via inbound calls, emails, chat and web tickets.
• Understand of unique feature and challenges of SaaS applications.
• Ability to manage multiple clients and task simultaneously.
• Should possess excellent skills for account handling and client relationship building.
• Track status of Onboarding deliverables and milestones.
• Track and report customer satisfaction.
• Track upcoming renewals and drive sales.
• Provide weekly, monthly and quarterly reports to management.