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L1 support engineer
2 months ago
Forsys is a global technology firm providing a wide spectrum of enterprise, cloud, and analytics services.
It was incorporated in 2010 with an aim to provide quality services in the field of software solutions, including front, middle and back-office systems.
Forsys’ prime offerings are in the areas of Cloud and Analytics, Supply Chain Management, ERP Financials, Customer Experience, and Relationship Management, Quote-to-cash and Data Migration
Customer Support:
Customer Support Executive roles typically involve providing technical assistance and support to customers or clients who are experiencing technical issues with a product or service. Here's a breakdown of what such a role might entail.
Responsibilities:
Customer Interaction: Interacting with customers via various channels such as phone, email, chat, or in-person to understand and troubleshoot their technical issues.
Issue Identification and Resolution: Identifying technical problems reported by customers, diagnosing the root cause, and providing effective solutions or workarounds to resolve them.
Product Knowledge: Having a deep understanding of the products or services offered by the company, including their features, functionalities, and technical specifications, to assist customers effectively.
Documentation and Reporting: Documenting customer interactions, issues reported, and solutions provided for future reference. Reporting recurring technical issues to higher authorities for further investigation and resolution.
Technical Expertise: Possessing technical expertise in relevant technologies, systems, and tools to troubleshoot and resolve customer issues efficiently. This may include software applications, hardware devices, networking, and operating systems.
Customer Satisfaction: Ensuring high levels of customer satisfaction by providing timely and effective technical support, addressing customer concerns professionally, and following up to ensure that issues are resolved satisfactorily.
Escalation Management: Escalating complex technical issues to higher-level support teams or developers when necessary, and following up on escalated cases to ensure timely resolution.
Continuous Learning: Keeping up-to-date with the latest technological developments, product updates, and troubleshooting techniques through training sessions, self-study, and participation in forums or communities.
Team Collaboration: Collaborating with other members of the technical support team, as well as with other departments such as engineering, product management, and quality assurance, to resolve customer issues and improve overall product quality and customer experience.
Quality Assurance: Ensuring the quality of technical support provided by adhering to company standards, processes, and service level agreements (SLAs). This may involve monitoring and evaluating customer interactions, conducting customer satisfaction surveys, and implementing improvements based on feedback
Role Includes:
1. Providing support through calls, chats, and emails, requiring excellent verbal and written communication skills.
2. Working hours are 12/5 with rotational shifts, including night shifts as scheduled.
3. Regular shifts occur during daytime hours.
Register yourself on the link- Apply here
