Senior Customer Support Executive / SME

Job Title: Sr. Customer Support Representative / Subject Matter Expert

Company Name : Rhysley Private Limited
Company Website : https://www.rhysley.com/
Brand Website : https://www.mehar.com/india
ERP Website : https://www.smarterp.work/

Location: 700AA, SRS Tower, Sector 31, Faridabad – 121003
Job Type: Full-time | Day Shift
Working Days : 6 Days (Rotational Week Off)

Contact Details : 9999 028 921 (Manik)

Job Overview: We are looking for a skilled Senior Customer Support Executive to join our team and provide top-tier customer support for our B2B clients and ERP software. This role is crucial in ensuring that our business clients receive the highest level of service, troubleshooting, and guidance regarding our ERP systems. The ideal candidate will be adept at resolving complex issues, ensuring client satisfaction, and fostering long-term client relationships.
Key Responsibilities:

• Customer Support:
• Provide timely, professional, and effective support to B2B customers via phone, email, and live chat.
• Troubleshoot and resolve customer issues related to ERP systems, including system errors, performance issues, configuration settings, and other operational challenges.
• Proactively identify common pain points and work with the product and engineering teams to find solutions to improve the user experience.
  
• ERP Support:
• Offer in-depth support for ERP system configurations, modules, features, and integration points.
• Work with clients to understand their unique business needs and offer tailored support in leveraging ERP tools to optimize their operations.
• Conduct system walkthroughs, training, and onboarding sessions for new customers and clients to ensure proper use of the ERP system.

• Relationship Management:
• Serve as the main point of contact for key B2B clients, building strong, long-term relationships.
• Proactively follow up with clients to ensure that all issues are resolved and client satisfaction is maintained.
• Provide insights and feedback to the development team regarding recurring customer concerns or feature requests.
  
• Escalation and Issue Resolution:
• Serve as an escalation point for challenging customer support cases, ensuring that issues are resolved promptly and efficiently.
• Work closely with internal teams to ensure that customer feedback and issues are appropriately prioritized and resolved.
  
• Documentation and Reporting:
• Document customer issues and their resolutions in the CRM or ticketing system.
• Regularly update knowledge base articles, user guides, and FAQs to help improve self-service support.
• Provide feedback to management on support trends and areas for improvement in customer service processes.

Required Qualifications:

• Experience:
• Minimum 5 years of experience in customer support, with experience in B2B and ERP system support.
  
• Skills:
• Excellent communication (Fluent English) and interpersonal skills, with the ability to communicate complex technical concepts to non-technical clients.
• Strong analytical and problem-solving abilities, with an ability to diagnose issues efficiently.
• Ability to work independently and manage multiple customer issues simultaneously while maintaining a high level of customer satisfaction.