Technical Associate

Zoho; Ahmedabad District; On-site; INR 300,000 - 420,000; Full time

Job summary

Spectra Technovision (India) Pvt. Ltd.

is seeking a customer success/support professional to handle daily client interactions via calls and remote sessions, deliver end-to-end software implementation, and train users on our software. You will provide L1 technical support, write SQL queries for troubleshooting, assist with patches on UAT/production, and escalate issues to relevant teams while aiming for high customer satisfaction and product feedback.

Qualifications

• 0–2 years experience in software customer success or support.
• Education in computer-related degrees as listed.
• Experience with SQL/Oracle databases and troubleshooting.

Responsibilities

• Day-to-day client interactions over phone and remote sessions.
• End-to-end software implementation: installation, configuration, integration, policy definition and client sign-off.

Skills

SQL

Oracle

MS Access

Ticketing tool

Networking

Windows

IT literacy

Troubleshooting

Customer service

Problem solving

Communication skills

Education

BCA

BSc (Information Technology)

BSc (Computer Science)

BE Computer Science

BE IT

BTech Computer Science

BTech IT

MCA

Tools

IIS

Job description

Spectra Technovision (India) Pvt. Ltd. | Full time

• 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.
  

Requirements

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.
  
• 0 to 2 Years experience in Software - Customer Success / Support Domain.
  
• E xperience 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 customercentric attitude
  

Desired Personality traits

• Soft spoken & pleasing, professional, presentableat 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
  
• Abilitytobalancemultiplepriorities

Key Result Areas

• Customer Satisfaction of assigned clients
  
• Problem & query analysis, understanding & Solving