Position Closed: Technical Support Executive: Brand Support

Our client is a Cloud communication & Contact center solution company.

We are currently looking for a talented Technical Support Executive who has a feel for customer success and thrives on maintaining positive relationships with clients. An ideal candidate would has worked in a similar Mobile Marketing company.

Job Location: Hyderabad

Responsibilities :

• Serves as the expert for the technology areas assigned and provides support to resolve issues that may arise.
• Improve client experience by analyzing and sharing client feedback to the appropriate internal teams.
• Testing new features and communicating issues/bugs/improvements to the appropriate personnel with the required details
• Acting as the Point of contact between multiple client teams and deliver on client expectations for enabling clients to use the product better
• Work closely with different teams to be a subject matter expert to ensure great customer service.

Requisites

• 3 - 5 years of relevant technical support experience in a customer-focused position involving technical knowledge of a company's products and services.
• Monitor and escalate in case of software issues in a timely manner. 
• Should be able to communicate issues/feature requests with the required details.
• Ensure all complaints raised are resolved in an efficient manner.
• Follow up on technical cases including proper escalation and management of the case until case closure.
• Respond to client queries via email/ Phone
• Respond to call-outs in a timely fashion.
• Recommend corrective actions based on analysis.
• Provide customer feedback to the appropriate internal teams.
• Manage customer communications and expectations until the closure of each case

Required Skills:

• Excellent spoken and written communication skills.
• Familiarity with SMS, IVR, Misscall, web browser technologies, Excel, etc.
• Experience in a technical support role in a networking/security/
• Customer service oriented with a problem-solving attitude.
• Excellent organizational, multitasking, time management, and communication skills.
• Comfortable with new-age technology
• Quick learner, with a positive attitude and ability to work well within a team

Education:

Any Graduate/ Post Graduate/Master in Technical or Engineering Field

Email your CV to STN@smidee.co.in