Executive - Customer Support - ERP Product

Rocket Flyer Technology; Gurugram District; On-site; INR 500,000 - 850,000; Full time

Job summary

Rocketflyer is seeking a Sales Support Engineer to join its Support team in Gurugram. The role focuses on front-end omni-channel support by handling inbound calls, chat requests, and tickets, while understanding our Rocketflow platform to resolve customer issues.

You will aim to surpass issue resolution benchmarks, improve product knowledge monthly, and contribute to Adoption Summary reports for key accounts.

Qualifications

• 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

Responsibilities

• Front end omni-channel support by handling inbound calls, chat support, or tickets.
• Understand Rocketflow and how customers use it to resolve issues.
• Meet issue resolution benchmarks.
• Create and share Adoption Summary reports for key accounts.
• Clear communication of technical concepts.
• Product configuration, Documentation, Testing Bug Issues, Usability Testing.

Skills

Customer support

ERP support

MS Excel

MS PowerPoint

MS Word

Bilingual English-Hindi

Problem solving

Analytical skills

Technical communication

Education

BCA/MCA/BIT/MBA IT or Engineering

Tools

Rocketflow

Job description

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