Customer Support Engineer (L1)

Full Time
India
Posted 2 weeks ago

Position: Customer Support Engineer
Location: Bangalore
Qualification: B.E/B.Tech/M.E/M.Tech/ B.Sc/M.Sc (CS)/BCA/MCA
Experience: 2 to 3 yrs

 

Accountability / Responsibilities

1) To assist the Customers to use Jifflenow Platform and products
2)Onboard New Jifflenow Customers by proactively answering their queries in the
and Live instances of Jifflenow products
3) Ensure timely and professional responses to all the complaints, requests and queries received and have it resolved within the Turnaround time specified in SLAs. Be a point of contact for customers and solve customer queries, complaints, and requests via phone, emails, live chats, and CRM community tools such as Service Cloud, Zendesk
4)Escalate and follow up with the product support and development team on any software issues and ensure timely resolution
5)Provide online demos, trainings and walk-throughs of the product features to customers. Suggest and identify the right solutions to the customer.
6)Track and report relevant customer care KPI(s) and suggest measures of improvements
7) Capture customer feedback, suggestions, and inputs and funnel them as product features and feature enhancements
8) Ability to work in night shift and support customers

Skillsets

1) 2 to 3 years as a product support person specifically in a productivity application such as CRM
2) Excellent written communication skills – specifically corresponding to US clients
3) Should have experience in enterprise productivity apps specifically offered on cloud or as SAAS.Ability to administer, provision, and manage them will be an added plus
4) Should have thorough knowledge of different browsers and mobiles (iOS / Android). Knowledge of Outlook/GCAL/SFDC an added advantage
5) Good Spoken English – Ability to talk to end users

Job Features

Job CategorySupport

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