Description

• Provide exceptional Support to our customers; ensuring case management, Service Level Targets and C-SAT goals are met
• Ensure prompt and complete resolution of technical challenges and business issues
• Advocate customers’ priorities internally
• Serve as an authority, in specific functional and technical areas of Admin console
• Communicate clearly and precisely with your customers in written and verbal form, and maintain accurate and timely records in our case tracking system
• Share standard methodologies with team members to improve the quality and efficiency of customer support and contribute to the knowledge base
• Be part of a 24x7 Support Team

Qualifications:
Required Skills / Experience:

• Must be a technical graduate
• At least 2 years of progressive experience diagnosing and resolving problems in a complex software environment
• Technical Support or implementation experience, supporting enterprise software solutions, ideally in a SaaS environment
• Excellent organizational skills -ability to prioritize, lead, multi-task and execute projects involving multiple departments.
• Superior communications skills (presentation, written, and verbal) and demonstrable ability to communicate effectively with all levels of professional staff. Ability to explain complex concepts simply.
• Excellent analytical skills and ability to navigate challenging situations in a professional manner.
• Ability to multi-task and perform effectively under pressure
• Experience in one or more of the following additional areas: Database technology (SQL); Web technology (HTML, JavaScript, CSS, XML, PHP), Networking Technologies (TCP/IP, DNS)
• Fluency in multiple languages a plus.
• General cultural awareness, particularly for agents who are supporting customers in region other than the one they’re located in (e.g. ability to detect & understand different regional accents, general knowledge of what the capital of the country is, the main cities or regions etc. to avoid having to make spelling requests to customers)

Key Skills

Education

Any Gradute