Executive - Customer Support - ERP Product

Rocketflyer is looking for people, who love to solve customers problems to join its Support team as a Sales Support Engineer.

Individuals joining in this role at Rocketflyer are supposed to grow into becoming an Onboarding Consultant and over the years become Customer Success professionals.

- The Right Candidate Will Front end our omni-channel support center by handling inbound calls, help requests on chat support channel or tickets created in our support system.

- Understand our business management platform (Rocketflow) and how customers use it to be able to empathize with customers issues and provide resolution

- Be responsible to meet our issue resolution benchmarks

- Demonstrate visible difference in product knowledge every month

- Create and share Adoption Summary reports for key accounts

- Good communicator with ability to express technical concepts clearly.

- Good Command on MS Excel, MS Power Point and MS Word

- Can understand client query.

- Problem Solving, Technical and Analytical Skills.

- Product configuration, Documentation, Testing Bug Issues, Usability Testing.

Top characteristics and traits of a successful CSE :

- Has passion for solving customers issues, not leaving anything open and one who enjoys customers appreciation

- Soft yet clear communicator of English and Hindi language

- A thirst for knowledge and growth in a start-up environment

- Flexibility - Run Rocketflyer platform as an administrator acting like a customers extended team

- Handle requests related with data setup and user management

- Perform audit activities on visual and textual feedback provided by field teams based on certain guidelines

- Run various MIS reports and share it with various customer teams

Eligibility :

- 2+ years of experience in the Customer Support domain.

- Experience in ERP Support is a must

- Preferably IT educational background of BCA, MCA, BIT, MBA IT or Engineering