Tally Support Executive

2 weeks ago

Noida Uttar Pradesh, India Cevious Technologies Full time

Position: Tally Support Executive

Location: Delhi

Reports to: Support Head

Department: Customer Support

Employment Type: Full-Time

**Role Overview**:
**Key Responsibilities**:
**1. Technical Support & Troubleshooting**:

- Diagnose and troubleshoot software problems, guiding customers through step-by-step solutions.
- Assist customers with installations, configurations, upgrades, and usage of Tally products.

**2. Customer Assistance & Education**:

- Ability to understand the business processes in Mfg., Trading and Service Industry.
- Educate customers on product features, functionalities, and best practices to maximize their use of Tally software.
- Offer training and guidance to customer on how to navigate and utilize the software effectively for their business needs, so customer can handle small issues themselves.
- Create the Videos, Education material for customer self-help.

**3. Issue Escalation & Resolution**:

- Escalate complex or unresolved issues to higher-level support (L2) or the Support Head, as needed, while ensuring timely follow-up and resolution.
- Collaborate with the technical team to develop solutions for recurring issues and contribute to the improvement of support processes.

**4. Documentation & Reporting**:

- Maintain detailed records of customer interactions, issues, and resolutions in the Tally Track (customer cases) / CRM system.
- Document and update knowledge base articles, FAQs, and other support resources to assist customers and support team members.

**5. Customer Relationship Management**:

- Build and maintain positive relationships with customers, ensuring a high level of customer satisfaction and retention. Improve customer Happiness Index
- Gather customer feedback and provide insights to the product and development teams to improve product quality and customer experience.

**6. Continuous Learning & Development**:

- Stay updated on the latest features and updates of Tally software, as well as industry trends and best practices.
- Participate in ongoing training and development programs to enhance technical skills and customer service capabilities.

**Qualifications**:

- Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent work experience.
- Proven experience in a Tally technical support or customer service role, preferably with a focus on software products.
- In-depth knowledge of Tally accounting software, including installation, configuration, and troubleshooting.
- Excellent communication skills, with the ability to explain technical concepts in a clear and understandable manner.
- Strong problem-solving abilities and a customer-centric approach to service.
- Proficiency in using CRM systems and support management tools.
- Ability to work effectively both independently and as part of a team.
- Good organizational skills and attention to detail.

**Why Join Us**:

- Opportunity to work with a dynamic and supportive team.
- Competitive compensation package, including performance-based incentives.
- Opportunities for professional growth and career advancement.
- Comprehensive training and resources to enhance your technical and customer service skills.

Pay: ₹12,000.00 - ₹25,000.00 per month

Work Location: In person

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