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Senior Technical Support Executive
3-6 years
Visakhapatnam
1 vacancy
Senior Technical Support Executive
Infinite Computer Solutions
posted 1d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Position Overview:
Key Responsibilities:
Primary Responsibilities:
We are seeking a dynamic and results-oriented Customer Facing enthusiast to join our Talent Support team. The ideal candidate will be a passionate individual with a strong background in customer service. As a Customer Facing support engineer, you will play a pivotal role in ensuring our customers success and satisfaction while guiding and inspiring your team to deliver exceptional service.
Key Responsibilities:
Primary Responsibilities:
- Provide advanced technical assistance to customers and internal teams on product features, functionalities, and usage.
- Investigate and resolve complex customer issues related to product performance, compatibility, and usability.
- Communicate with customers via phone, email, chat, or in-person to understand their concerns and provide prompt and accurate solutions.
- Create and maintain documentation such as FAQs, troubleshooting guides, and knowledge base articles to assist customers and support team members.
- Collaborate with cross-functional teams including product development, sales, and marketing to escalate and resolve issues effectively.
- Conduct training sessions for support team members and customers on product updates, new features, and best practices.
- Monitor and evaluate the quality of support services provided, identify areas for improvement, and implement corrective measures.
- Prepare and present reports on customer support metrics, trends, and feedback to management for strategic decision-making.
- Gather and analyze customer feedback to identify product improvement opportunities and contribute to product development initiatives.
- Ensure compliance with company policies, procedures, and service level agreements (SLAs) in delivering support services.
- Build and maintain strong relationships with key customer accounts.
- Understand the unique needs and challenges of each customer and provide tailored solutions.
- Act as a primary point of contact for customer escalations and issue resolution.
- Mentor and support peer group team of customer-facing professionals, fostering a collaborative and results-driven environment.
- Develop an in-depth understanding of our Talent solutions.
- Provide guidance and support to the team in effectively communicating product features and benefits to customers.
- Continuously evaluate and improve customer support processes to enhance efficiency and effectiveness.
- Identify trends in customer inquiries and feedback to inform product and service enhancements.
- Collaborate with cross-functional teams to ensure a seamless customer experience.
- Bachelors degree in a relevant field (Business, IT, or similar) with 65% / 6. 5 CGA.
- Willing to work in rotational shifts and during weekend if necessary.
- Proven experience in a customer-facing role.
- Strong Client facing / Customer Relation skills.
- Excellent communication, problem-solving, and interpersonal skills.
- Ability to adapt to changing priorities and thrive in a fast-paced environment.
- A customer-centric mindset and a passion for ensuring customer success.
Employment Type: Full Time, Permanent
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What people at Infinite Computer Solutions are saying
Rating based on 2 Senior Technical Support Executive
reviews
Anonymous · Customer Success, Service & Operations
in Bangalore Rural
Likes
Very good work culture, good management. Nice career oppurtunity. Employee friendly organisation
- Salary - Good+6 more
Dislikes
Working hours were hectic. Still could manage and flexible depending on managers.
Senior Technical Support Executive salary at Infinite Computer Solutions
reported by
4
employees
with 3-5
years exp.
₹3.5
L/yr - ₹4.2
L/yr
13%
less
than the average Senior Technical Support Executive Salary in India
View more details
What Infinite Computer Solutions employees are saying about work life
based on 1.4k employees
Flexible timing
Monday to Friday
No travel
Day Shift
Infinite Computer Solutions Benefits
Submitted by Company
Health & Insurance Financial Benefits Professional Support & Learning Office Perks Time Off
Submitted by Employees
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Infinite Computer Solutions Visakhapatnam Office Location
Visakhapatnam, Andhra Pradesh Office
Plot No. 1, Hill # 3, APIIC IT / ITES SEZ, Rushikonda, Madhurawada, AP 530045
Visakhapatnam, Andhra Pradesh
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