Team Member - Customer support

Secure Meters; Mumbai; On-site; INR 250,000 - 450,000; Full time

Job summary

Secure Meters is seeking a customer/field support professional in Mumbai to manage ongoing customer interactions, handle field complaints, participate in tender sample testing, collect defective products, and deliver timely solutions with effective feedback analysis.

You will create strong relationships with customers, ensure satisfaction, and provide training to their representatives on our products and software tools.

Responsibilities

• Provide customer handholding and ensure timely field support.
• Coordinate timely field upgrades of products if required.
• Develop cordial relationships with customers and test labs.
• Ensure faulty products are repaired on time and returned.
• Follow up with CSS for timely delivery of repaired products.
• Provide technical support for application software.
• Listen to customers and resolve issues effectively.
• Train customers on our products and software tools and update software tools.
• Support installation when new products are launched.
• Ensure timely field trials of new products.
• Guide customers on usage and best practices.

Job description

Job Description

To look after customer/field support activities by continuous interaction with customers, receiving & attending field complaints/customers, participating in tender sample testing, collection of defective products & after analysis assure timely delivery of solution, rectified product & feedback analysis report to customer so that customer satisfaction can be achieved. Creating strong relationships with customers, ensuring they are happy with the services provided & offering training to their representatives.

Key Responsibilities

• Ensure necessary customer handholding is provided
• Ensure timely field upgrade of product if required
• Develop cordial relationship with all customers and test labs
• To ensure faulty products are repaired in time and returned
• To follow-up with CSS to ensure timely delivery of repaired products
• Provide technical support for application software
• Listen attentively to customer, empathize with their concerns and take appropriate steps to resolve the issues effectively
• To provide training to customers on our supplied products and s/w tools also assure the updating of s/w tool
• As and when new product is launched, provide interim support to customers for installation
• Ensure timely field trial of new products
• Guide customer on how to use a product or service effectively by providing instructions, demonstrate features or suggest best practices to improve the customers experience
• Getting tender sample tested/ supplied lot testing at customer end and assure successful customer clearance including sample testing of high value projects so that tender winning probability can be increased.
• Updating of Service Request in ERP on regular basis and ensue timely closure of SRs as per TAT
• Maintaining all service records as per ISO business process
• Provide cost inputs for repair, customer visits, analysis, accessories for various products as per respective complaint/fault repairs to prepare offer.