Customer Success Executive

Job Responsibilities

• Responding to tickets, telephone calls, emails, web meetings and other requests for technical support on TagMatiks Solutions (Software & Hardware).
• Solving requests directly or performing triage of requests to determine the nature of the issue.
• Tracking and monitoring the request to ensure a timely resolution.
• Utilizing ticketing systems available to log issues and track them until resolution; effectively closing tickets.
• Should understand Downtime & Uptime and be able to align with SOPs and set processes for meeting customer expectations.
• Conducting follow-up activities with end-users in the form of emails, web meetings messages and/or phone calls to close out requests.
• Helps in Installation, Configuration & Troubleshooting of RFID devices like Readers, Antenna, Mobile RFID readers / PDA, Barcode Readers, Printers.
• Adhering to support group metrics and KPIs.
• Distinguishing between application and hardware problems on RF Physics.
• Supporting TagMatiks end users in the form of verbal instructions and/or live demonstrations (Perform individual or group training if needed).
• Resolving problems, duplicating end user issues, troubleshooting, and escalating problems as needed.
• Differentiating between support requests and requests for new functionality and handling appropriately.
• Interacting with people on all levels of the organization domestically and internationally.
• Coordinating work in multiple time zones and countries with the potential of changing their own schedule as needed.
• Must be adept at working with various cultures.
• Performs other related duties and tasks as necessary or as assigned.