Results Desk Advocate (Customer Support)
- Xeeva India
- 3 to 8 Yrs
- Bhopal
- 5 years ago
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Job Description
Position: Results Desk Advocate (Customer Support Engineer - Level 1 Application Support)
Location: Bhopal (Work For Home during Corona risk period but once it is safe Bhopal office is the permanent work location).
Role Summary:
This role enables you to deal with clients directly. In this role, you will be handling the client's issues or concerns. Customer experience is a key aspect of this role.
Essential Duties & Responsibilities include:
- Troubleshooting
- Resolving all customer inquiries with same-day resolution
- Completing simple software data changes
- Supporting launch team when required
- Running ticket status calls
- Preparing Customer Dashboard reports
- Delivering high customer satisfaction and a phenomenal end-user experience through:
- Customer interactions
- Supporting implementation team with Go Live, Stabilization, and Hypercare.
- Monitoring quality of service
- Monitoring overall customer satisfaction score and ticket status/SLA for assigned customers
- Training users over phone/Zoom or MS Teams calls on reported concerns
- Should be willing to work in night shifts
Education and Experience:
Any graduate
Proficient in Excel/Powerpoint and Outlook
Good typing skills
Excellent written and verbal English communication skills
3-4 year of experience in client support/communication
Key Competencies:
Persuasiveness
Strong team player, with the innate ability to build and maintain strong cross-functional relationship, adaptable
Effective and excellent analytical and problem-solving skills, results-oriented and data-driven
A very strong sense of urgency in work activities. Quick to initiate and respond, does not like issues or problems to linger
High motivation to learn new skills
Highest level of ethics and integrity
Employement Category:
Employement Type: Full timeIndustry: IT - Software
Role Category: Technical Support / Helpdesk
Functional Area: Not Applicable
Role/Responsibilies: Results Desk Advocate (Customer Support)
Contact Details:
Company: Xeeva IndiaLocation(s): Bhopal
Xeeva India
About XeevaXeeva specializes in sourcing, procurement and supplier management software for indirect material spend. Our solutions approach is grounded in the belief that results come through a combination of intelligent technology, domain expertise and a deep understanding of client business obj...
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