Technology Solutions Support Executive

2 days ago

Mumbai, India HH Global Full time

Purpose of the job:
This is a role within a fast-growing global business, delivering industry leading service levels to a 1st class client list. The successful applicant will be an enthusiast who enjoys demonstrating to clients how HH Global’s solutions can streamline and improve their marketing and procurement processes. The executive is responsible for maintaining eCommerce platforms procurement for our clients and internal users, system configuration, troubleshooting and escalating issues on various platforms.

Key Responsibilities:

- To provide technical expertise to the primary business systems used by HH Global with a strong focus on the Digital Asset Management platform
- To accommodate client disabilities by recommending user-friendly devices and techniques
- Create new accounts using company software tools
- Interact with various internal IT Support functions, Development and Operations to troubleshoot problems
- Contribute to the on-going implementation of company’s support initiative
- Log all support related interactions
- Identify and escalate situations requiring urgent attention
- To stay up-to-date with system information, changes and updates
- Accomplishes customer service and team mission by completing related results as needed
- Prioritisation of tasks ensuring workload is managed
- Adhere to best working practices as defined by industry standards
- Monitor and record time spent using the T&A systems that HH Global provides

Knowledge, Skills & Experience:

- The ability to prioritise work when dealing with support requests within the team
- Excellent communication skills (both written and verbal), and appreciation of the need for excellent customer service as per international standards
- Strong technical knowledge and experience of customer service practices is must
- Strong knowledge and experience of working on Windows Operating Tools like MS-Excel, Outlook, MS-Word, modern internet browsers, etc.
- Experience of working with Adobe Reader and FTP (File Transfer Protocol), is preferred
- The desire and capability to grow intimate knowledge of the user needs
- Demonstrates the relevant professional skills related to the role. Makes decisions and solves problems based on sound process knowledge
- Excellent time management skill is required
- Ability to maintain pleasant working relationships and effectively present information and respond to questions from managers, teammates and users
- Ability to interpret a variety of instructions in written, oral, or scheduled process manuals
- Extremely client friendly and focussed. Must be good in front of clients in both a support, sales support, and consultative capacity
- Ability and willingness to learn new skills and technology solutions (HHub and associated solutions)
- Disciplined, hardworking, calm, measured, focussed, fun and professional. Wanting to extend existing skills and to be the best in class with a leading business in its sector
- Client-focused, with a positive attitude as well as good ‘people skills’. Able to negotiate effectively and communicate on all levels
- Able to handle challenging situations and act appropriately
- Calm, professional, positive, and good-humoured approach
- A pleasure to work with; positive, enthusiastic, and open to ideas, with high standards of personal integrity

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