Customer Support Specialist

4 weeks ago

bangalore, India Idea Elan Full time

Idea Elan specializes in applications and products that enhance lab productivity and management. We bring in web enablement to any core facility that uses advanced instruments and tools to do pioneering research work. Since core facilities are increasing in number, complexity and cost, it is important to address the issues of efficient management and cost optimization. While the core-facility managers need the time to take care of other important issues, we at Idea Elan are here to be your partners in efficient management of your facilities.

The Role

Job Description:

  • Be a technical subject matter expert to support the sales team
  • Work closely with the client facing sales team and technical professionals to achieve client satisfaction.
  • Performs extensive troubleshooting analysis and responds to emails, tickets and chat in a timely manner.
  • Provide adequate weekly, monthly reports to stakeholders.
  • Performs focused, professional product training and queries.
  • Responds to RFPs with detail and professionalism.
  • Responds to functional/non-functional requirement documents
  • Responds to data privacy/security questions.
  • Maintains and continually upgrades technical understanding of products
  • Provides technical leadership and ensures technical issues are resolved
  • Work with other peers to enhance solution offerings and provide feedback.
  • Ensures training of staff to achieve business objectives
  • Provides guidance and leadership on performance management and software solutions.
  • Coaches, mentors and helps develop other members of the Support team.
  • Ensures that all team members work efficiently to achieve the highest level of client satisfaction.

Ideal Profile

  • Demonstrated ability to resolve complex pre-sales and post sales technical problems, working with demo personnel.
  • Demonstrated ability to present technical concepts in a clear manner to customers through training, email and tickets.
  • Ability to work externally and internally with all levels of the organization
  • Outstanding Communication skills would be an added advantage.
  • Strong ability in using MS Office (MS Excel and MS PowerPoint), Visio.
  • Ability to handle data with confidentiality
  • Good in documentation, organizational and time management skills
  • Good in communication skills(verbal and oral)
  • BSc or Masters in Science or relevant field; additional education in Technical Product Management will be an advantage. 

What's on Offer?

  • Leadership Role
  • Opportunity to make a positive impact
  • Flexible working options

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