Customer Support Executive

2 weeks ago

Porur Chennai Tamil Nadu, India Unipro Tech Solutions pvt Ltd Full time

**Key Responsibilities**:

- Oversee the day-to-day operations of the Technical Support Team
- Be the point of contact when it comes to technical escalations
- Record and track team SLAs and workflows
- Assigning ARC collection Responsibilities
- Provide support where needed for both internal and external customers.
- Clearly communicate escalated issues to L3 and product managers as needed
- Manage and report on all incoming technical support inquiries
- On-board all new technical support team members
- Assist in the creation of the team KPIs as well as monitor and report on results
- Periodically conduct Webinar and KT session to internal external
- Be actively involved with the operational delivery and UAT if required for new product and feature releases
- Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
- Work to create any relevant support material for the team
- Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
- Implement any necessary preventive measures to reduce customer faults and issues
- Review all technical support related processes and documentation for continuous improvement
- Assist in the creation and implementation of customer self-service material and tools
- Evaluate and analyze Bitrix case trends to prevent future issues

**Qualifications**:
Bachelor’s degree in IT Required. Prefer Certified Course in SQL.

**Experience**:

- 0-1 year of experience in a IT customer support role is preferred.
- Familiarity with CRM systems and customer support software is a plus.
- Prefer IT support with SQL knowledge is plus

**Skills**:

- Excellent communication skills, both verbal and written.
- Strong problem-solving abilities and a solution-oriented mind-set.
- Ability to handle stressful situations and manage time effectively.
- Proficiency in Microsoft Office Suite and basic computer skills

**Job Location**:Chennai
**Immediate Joiner Required**

**Job Types**: Full-time, Fresher

Pay: ₹180,000.00 - ₹240,000.00 per year

**Benefits**:

- Provident Fund

Schedule:

- Morning shift

Supplemental Pay:

- Yearly bonus

**Education**:

- Bachelor's (required)

Work Location: In person

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