Zoho Support Specialist

3 weeks ago

Delhi, India Pinerium Full time
Job DescriptionWe are seeking dedicated and knowledgeable Zoho Support Specialist to join our team.As Zoho Support Specialist at Pinerium, you will be responsible for providing exceptional technical support. Also, assistance to our clients using Zoho products and services. Your role will encompass understanding customer issues, working within Zoho's system to resolve them, and maintaining communication with customers throughout the process. The ideal candidate is customer-focused, technically skilled, and possesses excellent communication and problem-solving abilities. You will also work closely with our internal team to identify and address common problems, and you may be required to provide training to customers and create support materials.You will use your knowledge of Zoho products, including Zoho Desk, Zoho Assist, and Zoho Lens, to resolve customer issues promptly and professionally.Responsibilities:Provide first-line technical support to customers who are using Zoho's products, including troubleshooting and problem resolution.

Handle customer inquiries and troubleshoot software issues using Zoho Desk, providing timely, friendly, and efficient assistance.

Troubleshoot technical issues reported by clients, utilizing your in-depth knowledge of Zoho products and services.

Understand customer requirements and need to offer suitable solutions, and guide customers through the correct steps to resolve issues.

Identify the root causes of technical problems and work towards timely resolutions.

Guide clients through the onboarding process, assisting with setup and configuration of Zoho solutions.

Provide training and support to clients, ensuring they have the necessary knowledge and skills to use Zoho software effectively.

Escalate complex technical issues to internal teams for further investigation and resolution.

Collaborate with internal teams to improve support processes continuously and enhance customer satisfaction.

Contribute to the creation and maintenance of support documentation and knowledge base articles.

Gather client feedback and relay it to the appropriate teams for product improvement.

Stay updated on new features, updates, and enhancements in Zoho products and engage in continuous learning to enhance technical knowledge.

Track and document customer interactions in detail, including the nature of the inquiry, the resolution process, and the final outcome.

Contribute to the development of client training materials and support documentation based on common inquiries and issues.

Requirements

Minimum 1 year experience in technical support role, preferably with expertise in Zoho products and services.

Proficient in using Zoho Desk, Zoho Assist, and Zoho Lens for customer support.

Strong knowledge of Zoho applications, their functionalities, and troubleshooting methodologies.

Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.

Strong problem-solving and analytical thinking skills.

Ability to prioritize and manage multiple client inquiries and issues simultaneously.

Customer-focused mindset with a passion for delivering exceptional service.

Ability to work effectively both independently and as part of a team.

Detail-oriented with a commitment to accuracy in troubleshooting and issues resolution.

Strong documentation and organizational skills.

Proactive attitude with a willingness to learn and adapt in a fast-paced environment.

Exceptional customer service skills, with a passion for helping customers and providing a positive experience.

Organizational skills and the ability to juggle multiple inquiries or issues at once.

Benefits

Competitive salary and benefits package.

Opportunity to work with a diverse range of clients and industries.

Professional growth and development opportunities.

Collaborative and supportive work environment.

Exposure to cutting-edge technology and industry-leading Zoho applications.

We are excited to welcome a talented Zoho Support Specialist to our team.RequirementsMinimum 3 year experience as a Product Owner or similar role, preferably with a focus on Zoho solutions. Bachelor's degree in Computer Science, Engineering, Business, or a related field. Strong knowledge of the Zoho product suite, including Zoho CRM, Zoho Books, Zoho Projects, etc. Excellent understanding of agile methodologies and experience working in agile development environments. Proficient in gathering and analyzing business requirements, writing user stories, and managing product backlogs. Strong problem-solving and analytical skills, with the ability to make data-driven decisions. Excellent communication, presentation, and interpersonal skills. Ability to work effectively in cross-functional teams and collaborate with stakeholders at all levels. Self-motivated, detail-oriented, and able to prioritize and manage multiple tasks simultaneously. Zoho certifications, such as Zoho Certified Developer or Zoho Certified Consultant, are desirable.

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