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Customer Support Associate – EasyHR | HR Software (HRMS) | Payroll Software | Human Resource Software | Management India
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Customer Support Associate

Vikhroli, Mumbai, Maharashtra
Full-time
Salary: ₹120,000.00 to ₹180,000.00 /year


Job Summary

The basic objective of Support coordinator is to troubleshoot product related questions/issues of the customer and provide them the answers/resolution in a timely manner.

Responsibilities and Duties

Support coordinator is responsible for ensuring that the support issues, questions, enhancements posted by the customer in production are answered and resolved in the timely manner. The support coordinator works in conjunction with the development team and the customer to ensure a smooth rollout of production patches. Following are the task will be executed by a support coordinator.

  • Interact with customers through support portal, email, phone and onsite.
  • Provide answers to the questions/queries reported by the customer.
  • Maintain a list of open issue reported by the customer and provide timely updates on when they would be fixed.
  • Troubleshoot and/or reproduce the issues reported by the customer.
  • Co-ordinate with the development and the customer to get the issues fixed.
  • Co-ordinate with the internal team to ready a product patch and deliver it to the customer.
  • Provide installation support to customer.

Required Experience, Skills and Qualifications

The following set of skills, is essential to the “Support coordinator”.

  • Coordination Skills:Ability to coordinate with the development and QC teams to get the time estimates for a patch and communicate the same to the customer.
  • Communication Skills:Able to understand the customer questions and issues and respond to them. Also be able to describe/ discuss the customer questions/issues with the dev and the QC team.
  • Interpersonal Skills:Able to build strong rapport and relationship with the customer as to gain in-depth understanding of the issues questions and queries reported by the customer.
  • Project management skills:Able to perform the overall planning and co-ordination of tasks, scheduling and resource assignment aimed at timely delivery of the patch.
  • Process Skills:Able to implement and follow the product Patch delivery process.
  • Review Skills: Able to create, update, review all the documents related to the product patch.
  • Technical Skills: Able to reproduce, troubleshoot the issues/queries reported by the customer which are surfaced in the installation, usage of the product.

Benefits

Job Type: Full-time

Salary: ₹120,000.00 to ₹180,000.00 /year

Job Type: Full-time

Salary: ₹120,000.00 to ₹180,000.00 /year

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