CRM Application Production Support

2 weeks ago


Maharashtra, India Zensar Technologies Full time

Role Overview:
What skills and working characteristics should this person have?

**Technical Skills**:

- Understanding of CRM systems and related technologies.
- Experience with remote support tools and service desk software is a plus.
- Soft Skills:

- Strong communication skills (both written and verbal).
- Excellent customer service skills, with a focus on user experience.
- Ability to prioritize and multitask in a fast-paced environment.
- Strong problem-solving skills with attention to detail.
- Teamwork - Ability to work collaboratively within the support team and with other departments.
- Adaptability - Willingness to learn and adapt to new tools, processes, and technology.

As a Support Engineer, you’ll be responsible for:

- Support and Troubleshooting:

- Incident Management: Log and prioritize incidents and service requests within the ticketing system, ensuring timely updates and resolution.
- Customer Service:

- Customer Service: Provide excellent customer service, demonstrating empathy and effective communication skills.
- SLA Compliance: Ensure all incidents and requests are handled within agreed Service Level Agreements (SLAs) and key performance indicators (KPIs).
- Documentation and Knowledge Sharing:

- Documentation: Maintain detailed records of customer interactions and resolutions, ensuring accurate documentation of troubleshooting steps.
- Knowledge Sharing: Contribute to internal knowledge bases, creating articles to assist colleagues and end-users with common issues.
- Proactive Support:

- Guidance and Advice: Provide guidance and advice to users on best practices and basic IT processes.


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