Customer Support Executive

ROLE SUMMARY

Role Title:

Technical support Executive

(L1 - Helpdesk Agent)

Line of Business:

Tech Support

Business Unit

ITSS

Team

ITSS – NERP

Position Summary

• Helping the customers (Distributors /Dealers/ Implementers) who are calling the Helpdesk.

• Giving voice & non-voice (e-mail) support to the channel distributors.

• Needs knowledge on running SQL queries.

• Executing SQL queries server setup & XML setup.

• Need to take remote session for almost all the issues faced be distributors.

• Achieving the process & team targets by maintaining proper guidelines

• Handling basic SQL queries at L1 support to assist in data retrieval and issue analysis and execute read only SQL queries to investigate customer reported issues.

• Collaborate with L2/L3 teams by providing query outputs for deeper troubleshooting

• Validate data discrepancies using pre-defined SQL scripts at the L1 level.

• Maintain Accurate records of support interactions and solutions.

• Provide regular status, updates to users until resolution.

• Escalate unresolved or complex issues to L3 teams as per the escalation matrix.

Role & Responsibilities

• Answering calls & e-mails from distributors.

• Resolving user queries and taking remote session with user over the call

• Giving solution to distributor’s queries & documenting it.

• Transferring tickets to Business or Technical (Console) team appropriately, if they cannot resolve the issues.

• Guiding the Implementers while doing the implementation of new site.

• Making outbound calls and updating status of the ticket to the user and checking status of the ticket via mail with user

• Documenting and maintaining all updates and releases happened during rollout or upgrading in any application

• Experience with ITSM, IT4U, Jira, SMT, DB access and RPA tools.

• Familiarity with remote desktop support tools

• Collect and report customer feedback when required

• Share insights or recurring issues with Clients for process improvements

• Participate in training, meeting and compliance related tasks

• Follow quality assurance guidelines to maintain service quality and accuracy

• Clearly document issue details before escalation to ensure smooth handover.

• Validate request details such as customer credentials, system requirements and installation queries

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 1 years of experience.

More about this Customer Support Executive job

1. What is the eligibility criteria to apply for this Customer Support Executive job?
   Ans: The candidate should be 12th Pass and above and above with 6 months - 1 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹15000 - ₹18500 per month that depends on your interview. It's a Full Time job in Chennai.
3. How many working days are there for this Customer Support Executive job?
   Ans: This Customer Support Executive job will have 6 working days.
4. Are there any charges applicable while applying or joining this Customer Support Executive job?
   Ans: No, there is no fee applicable for applying this Customer Support Executive job and during the employment with the company, i.e., Saakshi Infotech.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Customer Support Executive role?
   Ans: There is an immediate opening of 60 Customer Support Executive at Saakshi Infotech
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Customer Support / TeleCaller job.
8. What are the timings of this Customer Support Executive job?
   Ans: This Customer Support Executive job has Day Shift.