Executive - Technical Support

Executive- Technical Support respond to customer inquiries about onboarding process. They will solve the technical problems through an Internet-based system, telephone calls, and email. They must have strong communication skills, both verbal and written, and be able to work under pressure to solve the technical problems for personal and business clients.

Key Responsibilities of the Role

• Familiarizing the customer with platform features by conducting product demonstrations and detailed trainings of the entire solution via online medium such as Google Meet.
• Onboarding new customers via calls, emails and texts
• Supporting various system users such as OEM Teams, dealers, authorized service centers with features like fleet monitoring, fleet maintenance, fuel management etc. and resolving all their queries.
• Ensuring high degree of customer engagement by maintaining continuous contact with the customers through various communication channels
• Maintaining customer service targets by strictly adhering to prescribed turnaround timelines for issue resolution.
• Escalate unresolved issues to the appropriate internal teams and ensure it is getting worked upon.
• Understanding the customer context and providing information to best serve needs of customers to optimize their platform setup for the quickest path to success.

Qualification and Skills

• Degree/ Diploma in Mechanical/Automobile
• Knowledge of CRM, Freshdesk Ticketing Platform is preferred, not a must.
• Proficiency in English, Hindi, Marathi and one regional language.(Tamil/ Telugu/ Malayalam/ Kannada) would be an advantage.
• Good computer handling skills to be able to demonstrate the platform.
• Sound knowledge of MS Office tools for reporting