Job Summary :
We are looking for a Technical Associate – Implementation with 2–5 years of experience in software implementation, customer support, and SQL troubleshooting. The role involves end-to-end software deployment, technical support, and ensuring seamless customer onboarding and satisfaction.
Industry – Office Equipment / Automation /3 IT Software & Software Services / Electronic / Security and Surveillance
Functional Area – Customer Success - Implementation
Role – Technical Associate - Implementation
Employment Type – Permanent Job, Full Time
Client Visit – Yes
Work location – Mumbai
Shift – Regular Day Shift
Key Responsibilities:
- Role would require day in – day out client interactions over telephonic calls and remote session over any desk or any other remote tool.
- End to End software implementation: installation, configuration, integration, defining various policies as per the client requirements etc, and get the certification of completion from the client.
- Train the users functionally and technically on our various software’s aspects.
- Provide technical support along with basic trouble shooting on L1 Level and provide ad-hoc training to customers who use the company’s product, replying to inbound queries.
- Responsible for database support, troubleshooting the problems by writing SQL queries, deploy new patches on UAT and production server at IIS server.
- Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
- Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager.
- Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
- Escalate unresolved queries to respective departments for accurate redressal.
- Knowledge on ticket management system.
Required Skills
- Education Qualification: Any computers degree: BCA / BSc (Information Technology) / BSc (Computer Science) / BE or BTech Computer Science / BE or BTech IT etc / MCA.
- 2 to 5 Years experience in Software - Customer Success / Support Domain.
- Experience of working with various databases like SQL, Oracle & MS Access or with software implementation & ticketing tool will be an added advantage.
- Good understanding of computer, internet and IT literacy with the ability to learn new technology quickly.
- Basic knowledge on SQL / Oracle Database - writing SQL query to troubleshoot errors
- Basic knowledge on networking, windows desktop/servers, IIS and troubleshooting tools
- Good listening and problem-solving skills
- Customer service and a customer centric attitude
Desired Personality traits
- Soft spoken & pleasing, professional, presentable at the same time sharp to handle small and large clients
- Technically &Logically Strong
- Strong analytic, problem solving & Interpersonal Skills
- Strong work ethics and sense of commitment
- Ability to balance multiple priorities
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