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Flood Family Products L1 Support Role Description

4 months ago

sany, India Taurus Contractors Pvt Ltd Full time
Responsibilities Responding to customer inquiries through multiple channels (incl.email phone and webform). Logging customerinteractions and creating support tickets for tracking purposes viaour Support Desk platform (based on Salesforce). Identifying customer issues and diagnosing the root ofthe problem. Providing basictroubleshooting and guidance to customers in resolving theirissues. Answering FAQs related to productsor services features account setup licencing or general usagequestions. Escalating unresolved issues orcomplex problems to higherlevel support tiers (e.g. L2 or L3support) when necessary. Supporting thewider team by updating and adding to product knowledge base anddrafting technical content for marketing team. Essential characteristics/abilities Good understanding of flood /hydraulic modelling with at least one of Flood Modeller TUFLOW EPASWMM InfoWorks ICM MIKE or HECRAS. Excellent written and spoken communication skills inEnglish. Problem resolving abilities ableto devise technical and original solutions to userproblems. Time administration excellenttime management skills ability to set priorities when coveringmultiple issues. Team partnershipdemonstrate ability to collaborate with team members acrossproducts and disciplines. Good computerliteracy. Desirablecharacteristics/abilities Experience in supporting or mentoring junior team members in theuse of flood modelling software Experience of customer servicetools Flood ModellerTUFLOW EPA SWMMInfoWorks ICM MIKE orHECRAS. Ticket management tools like ServiceNow HelpHub etc. Excellent written and spoken communication skills inEnglish.

Taurus Contractors () offers abroad range of recruitment and staffing services which includeexpatriate and local specialists engineers and technical personnelon contract and permanent hire. Our focus industries are oil gasenergy infrastructure water defence manufacturing mining metrorailway power and chemicals sectors across the country.