High-Tech Support Professional

2 days ago

Srinagar, Jammu and Kashmir, India beBeeSupport Full time ₹ 24,00,000
Job Summary

We are seeking a highly skilled Support and Installation Specialist to provide top-notch support services to our clients. The ideal candidate will have excellent communication skills, a strong technical background, and the ability to work independently.

Key Responsibilities:

  • Provide telephonic support and redirect complex queries to the support email.
  • Coordinate with the support department regarding resolution of client queries.
  • Take updates from clients after query resolution.
  • Plan for final training/support visits.
  • Conduct training at client-side/online training/installation.
  • Conduct support visits.
  • Coordinate with sales department regarding post-installation client requirements.
  • Prepare/edit/update machine's supporting documents.
  • Meet with the support department regarding current status of issues and next planning.
  • Bi-weekly meeting with QC & Operations department regarding issues faced during installation.
  • Review performance of client through mail/images and dispatch respective certificates.
  • Coordinate with Sales department regarding upcoming Training and Re-trainings.
  • Prepare tentative timetable of visits for upcoming installation/support visit.
  • Diagnose root causes of problems faced by clients and document the same thoroughly.
  • Maintain a thorough record of visits and respective expenses.
  • Maintain ISO documentation.
  • Provide phone support for Global customers.
  • All customer queries received on email must be replied to within 24 hours.
  • Deliver high-quality, customer-driven support service resolving customer inquiries.
  • Diagnose and resolve technical hardware & software issues involving internet connectivity.
  • Research required information using available resources.
  • Coordinate with sales team for aftersales requirements.
  • Gather customer information and determine the issue by evaluating symptoms.
  • Interact with customers to provide process information in response to inquiries, concerns, and requests.
  • Monthly complaint report to share with department head.
  • Complaint analysis and details report & action review.
  • Yearly departmental report and action review and targets for next year.

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