Support Executive

Position: Support Engineer (L1)
Location: Kolkata (currently Park street, after 02 months Sec V, Salt Lake)

Exp. - 1 to 4 years

(Freshers can also apply, provided they meet the education and communication criteria. Fresher will be taken in an internship role with stipend)

About Company

Gamut is a technology driven leading software Product Development Company committed to delivering full-scale ERP Product for premier Construction Companies pan India and in Middle East countries.

Job Summary

As an L1 Support Engineer, you will be the first point of contact for our clients, providing essential support and troubleshooting for basic issues related to our ERP product, Farvision. This role involves addressing customer queries and resolving minor technical problems to ensure smooth and efficient product usage.

Role & responsibilities

1. Customer Interaction:

• Respond to customer issues reported through the Gamut CRM Portal or other channels such as WhatsApp, Emails, and Phone Calls.
• Handle direct calls, WhatsApp messages, and emails from clients professionally and promptly.

2. Issue Identification & Troubleshooting:

• Identify and diagnose the root of customer issues.
• Provide basic troubleshooting and guidance to customers to resolve their issues.
• Address common issues such as booking entries not happening, receipt/payment issues, payslip generation problems, etc.

3. Product Knowledge & Support:

• Answer FAQs related to the Farvision product, its features, and general usage questions.
• Maintain a thorough understanding of the product to assist clients effectively.

4. Documentation & Ticketing:

• Log customer interactions from various channels and create support tickets for tracking purposes.
• Ensure all interactions are documented accurately in the CRM system.

5. Escalation:

• Escalate unresolved or complex issues to higher-level support tiers (e.g., L2 support) when necessary.
• Coordinate with team members to ensure a seamless resolution process.

Preferred candidate profile

• Graduate degree in any stream, preferably in Computer Engineering, Computer Science, B.Com, or BBA.
• Basic product knowledge of ERP systems.
• Technical expertise is an additional advantage.
• Communication: Proficiency in English and Hindi is mandatory. Knowledge of additional languages is an advantage.
• Soft Skills: Flexibility, patience, and problem-solving abilities are essential.
• Technical Skills: Basic technical troubleshooting skills.
• Team Coordination: Ability to coordinate effectively with team members to ensure comprehensive support.