Technical Associate (No Outstation Candidate)

Spectra Technovision; Ahmedabad District; On-site; INR 162,000 - 198,000; Full time

Job summary

Spectra Technovision in Ahmedabad seeks a Software - Customer Success / Support professional to handle daily client interactions, install and configure software, and train users on different software aspects.

Ideal candidates have 0–2 years in customer success or support, with basic SQL/Oracle knowledge and IT literacy. The role requires strong problem-solving and a customer-centric mindset and involves coordinating with product teams to improve the solution.

Qualifications

• Education: Any computers degree (BCA/BSc IT/BSc CS/BE/BTech CS/BE/BTech IT/MCA).
• 0–2 years experience in Software - Customer Success / Support domain.
• Experience with databases like SQL, Oracle & MS Access; knowledge of ticketing tools is a plus.
• Good understanding of computers, internet and IT literacy with ability to learn new tech quickly.
• Basic SQL/Oracle queries for troubleshooting; networking and IIS concepts helpful.

Responsibilities

• Interact with clients via calls and remote sessions.
• Lead end-to-end software implementation: installation, configuration, integration, and policy definition.
• Train users on software aspects both functionally and technically.
• Provide L1 technical support and ad-hoc customer training; respond to inbound queries.

Skills

Customer service

Problem solving

Communication skills

IT literacy

Education

BCA/BSc IT/BSc CS/B.E./B.Tech CS/BE/B.Tech IT/MCA

Tools

SQL

Oracle

MS Access

Virtual / Ticketing tools

Windows IIS

Job description

Role & responsibilities

• 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 softwares aspects.
• Provide technical support along with basic trouble shooting on L1 Level and provide ad-hoc training to customers who use the companys 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.

Preferred candidate profile

• 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.
• Experience 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 customer centric attitude