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Technical Assistance Professional

1 week ago

Chennai, Tamil Nadu, India Fonzel Full time
About Our Team

We are a dynamic team at Fonzel, passionate about delivering exceptional customer experiences and innovative solutions.

Job Summary:

As a Support Executive, you will play a crucial role in resolving customer concerns, coordinating with internal teams, and maintaining high customer satisfaction levels.

Key Responsibilities:

  1. Offer top-notch customer support via various channels, including in-person meetings, phone calls, email, and chat.
  2. Deliver expert guidance on the usage of Fonzel smart lockers, addressing product-related queries and ensuring seamless post-sales experiences.
  3. Demonstrate expertise in troubleshooting and resolving hardware and software issues, collaborating with the technical team when needed.
  4. Collaborate with the sales team to guarantee smooth implementations of Fonzel solutions.
  5. Maintain precise records of customer interactions and resolutions in the CRM system.
  6. Identify and escalate critical issues to senior management when necessary.
  7. Provide constructive feedback to the product development team based on customer experiences.
  8. Host regular training sessions for clients on using Fonzel smart lockers efficiently.

Requirements:

  • Education: Bachelor's degree in IT, Engineering, Business, or a related field.
  • Experience: 1-3 years of experience in customer support, technical support, or a related field (preferably in hardware/software solutions).
  • Superior problem-solving and analytical skills.
  • Exceptional verbal and written communication skills.
  • Proven ability to multitask and manage customer concerns effectively.
  • Acknowledged proficiency in CRM tools and ticketing systems is a significant asset.
  • Basic understanding of RFID, smart lockers, or IoT-based systems is an added value.
  • Able to work autonomously and as part of a team.