Executive - Technical Support (Malayalam, Telugu)

Intangles Lab; Pune District; On-site; INR 250,000 - 420,000; Full time

Job summary

Intangles Lab is seeking an Executive- Technical Support to respond to customer inquiries about onboarding and resolve technical problems via online, phone and email channels. The role requires strong communication skills in English, Hindi and Marathi, with additional regional language knowledge advantageous.

The candidate will onboard new customers, support OEMs, dealers and service centers, demonstrate platform features, and ensure timely issue resolution while maintaining high customer

Qualifications

• Degree/ Diploma in Mechanical/Automobile.
• Knowledge of CRM, Freshdesk Ticketing Platform is preferred, not a must.
• Proficiency in English, Hindi, Marathi and one regional language.(Tamil/ Telugu/ Malayalam/ Kannada) would be an advantage.
• Good computer handling skills to be able to demonstrate the platform.
• Sound knowledge of MS Office tools for reporting.

Responsibilities

• Familiarizing the customer with platform features by conducting product demonstrations and detailed trainings of the entire solution via online medium such as Google Meet.
• Onboarding new customers via calls, emails and texts
• Supporting various system users such as OEM Teams, dealers, authorized service centers with features like fleet monitoring, fleet maintenance, fuel management etc. and resolving all their queries.
• Ensuring high degree of customer engagement by maintaining continuous contact with the customers through various communication channels
• Maintaining customer service targets by strictly adhering to prescribed turnaround timelines for issue resolution.
• Escalate unresolved issues to the appropriate internal teams and ensure it is getting worked upon.
• Understanding the customer context and providing information to best serve needs of customers to optimize their platform setup for the quickest path to success.

Skills

Communication skills

English proficiency

Hindi proficiency

Marathi proficiency

Regional language knowledge

Education

Mechanical/Automobile degree

Tools

Freshdesk

CRM

MS Office

Job description

Role & responsibilities

Executive- Technical Support respond to customer inquiries about onboarding process. They will solve the technical problems through an Internet-based system, telephone calls, and email. They must have strong communication skills, both verbal and written, and be able to work under pressure to solve the technical problems for personal and business clients.

Key Responsibilities of the Role

1. Familiarizing the customer with platform features by conducting product demonstrations and detailed trainings of the entire solution via online medium such as Google Meet.
2. Onboarding new customers via calls, emails and texts
3. Supporting various system users such as OEM Teams, dealers, authorized service centers with features like fleet monitoring, fleet maintenance, fuel management etc. and resolving all their queries.
4. Ensuring high degree of customer engagement by maintaining continuous contact with the customers through various communication channels
5. Maintaining customer service targets by strictly adhering to prescribed turnaround timelines for issue resolution.
6. Escalate unresolved issues to the appropriate internal teams and ensure it is getting worked upon.
7. Understanding the customer context and providing information to best serve needs of customers to optimize their platform setup for the quickest path to success.

Qualification and Skills

1. Degree/ Diploma in Mechanical/Automobile
2. Knowledge of CRM, Freshdesk Ticketing Platform is preferred, not a must.
3. Proficiency in English, Hindi, Marathi and one regional language.(Tamil/ Telugu/ Malayalam/ Kannada) would be an advantage.
4. Good computer handling skills to be able to demonstrate the platform.
5. Sound knowledge of MS Office tools for reporting

Preferred candidate profile

Malayalam speaking

Telugu Speaking