Customer Success Executive

Jain International Trade Organisation - India; Mumbai; On-site; INR 700,000 - 900,000; Full time

Job summary

convergence IT Service Private Limited is seeking a Senior Customer Success Engineer in Mumbai, Maharashtra. The role involves providing technical support for HRMS software, ensuring timely responses to customer queries, and managing concerns effectively. Candidates should have mid-level experience, good communication skills, and basic knowledge of SQL and MS Excel. Familiarity with PHP coding is a plus. This position is full-time and onsite, aiming to maintain high customer satisfaction and effective issue resolution.

Qualifications

• Mid-level experience in customer success roles or technical support.
• Ability to analyze customer needs and address issues effectively.
• Strong communication and coordination skills.

Responsibilities

• Provide technical support for HRMS-related queries.
• Document and respond to user issues through calls and emails.
• Take ownership of customer concerns and provide regular updates.

Skills

Customer support

Technical knowledge of HRMS software

SQL

MS Excel

PHP code understanding

Job description

convergence IT Service Private Limited • Mumbai • Posted about 21 hours ago • Updated about 21 hours ago

Job Type: FullTimePermanent

Work Mode: Onsite

Experience: MidLevel

Travel Requirements:

Skills:

We are hiring for a Senior Customer Success Engineer. Analyze customers’ individual needs & issues to address them effectively on time. Follow up to ensure that appropriate actions were taken on customer's requests

Responsibilities

Provide technical support and timely responses for incoming queries related to HRMS software (uKnowva). Handle tickets related to IT technical issues and ensure all issues are properly logged, categorized, and prioritized as per the defined TAT. Understand and document user issues effectively through phone calls, emails, and service execution. Take ownership of customer concerns and provide regular updates on the status and resolution progress. Follow standard procedures for escalating unresolved issues to the appropriate internal teams and managers. Develop a proper understanding of client requirements and provide suitable solutions. Maintain strong communication and coordination with internal stakeholders to ensure customer satisfaction. Basic knowledge of SQL and MS Excel is required. Understanding of PHP code will be an added advantage.