Designation: Manager Technical Support Engineer

Purpose:

Goals & Deliverables:

• Providing technical support (Software & Hardware) when needed in order to elevate the customer experience to a positive one.
• Address and timely resolve the Software/ Hardware issues of customers. Helping Customers achieve their business's best potential by consulting them with best practices, Implementing the right software, training their users, and making a positive impact on their business.

Role and Responsibility:

• Executive & Manage a support tasks & support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines. Set team goals in alignment with Technical Support objectives.
• Perform & Ensure the delivery of high-quality technical (Software & Hardware) and soft-skills training for technical support.
• Flexibility to work in staggered shifts, where weekly-offs are not Saturday and Sunday but two consecutive days from the other five weekdays
• Work as Duty Manager on rotation or as per business needs handling customer escalations and priority issues.
• You will be the direct contact for our existing customers and handle technical support and application queries for our products.
• Pre & Post implementation support & reviews for all customers.
• Interaction with customer for technical discussions and suggesting value additions.
• Prepare reports and help senior management in planning and forecasting trades and Markets.
• Attend expos and exhibitions on behalf of the company also approach to take part in expo.
• Meet monthly and annual MOU & Agreement signing targets.
• Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management.

Skills:

• The candidate should be self-motivated and thoroughly professional in assisting & resolving customer s queries.
• Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.
• Ability to create effective relationships, listen, communicate, influence, and collaborate cross-team (field, Sales, Service Customer) at all organizational levels to deliver results.
• Excellent Verbal & Written communication Skills.
• Good Consulting Approach.
• Should have sound knowledge of POS, Billing, accounts, barcode & retail software management.

About Gaze IT Solutions Pvt. Ltd.

Skills :