Customer Support Executive at IDS Next Business Solutions Pvt Ltd

Responsibilities

• Implementation and post-implementation support both at the site and remotely from the office
• Readying implementation data pre-requisites, creating implementation blueprints as per project orders and adhering to process during implementation and training sessions
• Implementation of PMS applications and conducting training sessions for customers
• To record and classify received incidents and undertake immediate efforts toward its closure
• To log all incident/service requests, categorize and allocate categories/ classifications
• Follow SOPs in handling incidents raised and ensure an escalation or closure
• Accurately manage crisis escalation and transfer calls/tasks to other teams as appropriate
• Respond to technical support issues at a moment’s notice and be on-call as needed.
• Troubleshooting a variety of technical and non-technical issues customers are facing with their respective products. Performs miscellaneous job-related duties as assigned by the supervisors and management.
• Response to customer inquiries by understanding inquiries; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer.
• Improves quality service by recommending improved processes; identifying new product and service applications.
• Understanding of technical terminologies. Ability to ask open-ended questions and uncover information. Ability to work as part of a team. Well organized, meticulous attention to detail with the ability to multitask. Proficient attention to detail

Qualifications

• Excellent Verbal and Written Communication Skills
• Excellent presentation and technical writing skills
• Strong customer-focus and problem-solving skills
• Skills in planning, organizing, and adapting within a multi-tasking environment
• Able to work independently and under pressure
• Having good knowledge of a product depending on the service area
• Able to identify trouble spots and excellent problem-solving skills
• Good team player
• Able to learn new and evolving technologies
• Excellent time management skills and customer service skills
• Knowledge of IoT and Windows range of applications
• Having knowledge of remote connectivity tools (AnyDesk, TeamViewer, RDP, LogMeIn, etc.)
• Bachelor’s Degree or Equivalent educational qualifications
• Multi-linguistic skills
• Hospitality Domain knowledge preferred
• Knowledge of SQL preferred

Experience if any:

• Experience in the Hotel industry (Hotel IT, Front Office)
• Experience in Technical Support Center
• Experience in handling ERP solutions or Interfaces