TraceLink, Inc. Looking for Technical Support Executive at Pune, Maharashtra

TraceLink, Inc.; Pune District; On-site; INR 5,00,000 - 8,00,000; Full time

Job summary

A leading technology company is seeking a Technical Support Executive to enhance customer success and satisfaction while utilizing solutions in the digital network. The ideal candidate should have a strong technical background with SaaS applications, exceptional communication skills, and the adaptability to thrive in a dynamic environment. Responsibilities include responding to customer inquiries, troubleshooting issues, and collaborating with various teams to ensure seamless service delivery.

Qualifications

• Previous work experience in supporting SaaS applications.
• 2-3 years working experience as a Customer Support Representative.
• Ability to produce well-written technical documents/playbooks.

Responsibilities

• Review and respond to all incoming customer communications professionally.
• Work closely with teams to provide solutions and ensure customer satisfaction.
• Send Daily, Weekly and Monthly productivity reports to reporting Manager.

Skills

Problem solving

Technical acumen

Written communication

Verbal communication

Customer-focused attitude

Education

Degree in BSC IT, BE/BTech Computer Science or similar

Tools

Linux/Unix

SQL

SalesForce/Service Cloud

Jira

Confluence

Job description

Overview:
As part of our Customer Success organization, the Technical Support Executive is critical to help assure the overall success and satisfaction of customers in utilizing solutions in the TraceLink digital network.
This role requires a unique combination of skills including strong written and verbal communications, problem handling, problem solving, technical acumen, and administration to be successful. The target candidate will have experience working with web applications, monitoring and responding to customer inquiries, managing customer data, and troubleshooting and solving customer issues.

In this position you will have the opportunity to move into our Global Technical Support team (when positions are available) once you have completed the required training and achieved certification in the designated topics.

Responsibilities:

• Review and respond to all incoming customer communications professionally and with a “smile”
• Strong problem analysis skills and ability to work in a fast-paced, high demand work environment
• Ability to adjust with varying workload and self manage assigned tasks
• Follow up on customer communications with request for additional information
• Must be detailed oriented – with strong attention to accuracy and problem solving
• Work closely with Primary Technical Support team/Cross functional teams to provide solution to customers in an efficient manner and ensure the highest level of customer satisfaction
• Resolve and/or route issues based on documented operating procedures
• Collaborate with Tier1/cross functional teams for ad hoc tasks
• Liaise/support inter-department requirements to increase service level to our customers
• Share lessons learned and outside experiences regarding technologies, tools, and processes/best practices
• Flexible and goes the extra mile to provide coverage during team absence
• Provide feedback and recommendations to improve operations
• A willingness to learn new technologies
• Send Daily, Weekly and Monthly productivity reports to reporting Manager

Qualifications:

• Previous work experience in supporting SaaS applications
• Strong, customer-friendly communication, attitude, and passion
• The ability to produce well-written technical documents/playbooks and proactively share updates received from cross functional teams.
• Supply Chain familiarity is a plus
• Excellent verbal and written communication skills and ability to be assertive
• Highly customer focused and very responsive
• Can do, get it done attitude
• Ability to follow operational processes
• Degree in BSC IT, BE/BTech Computer Science or something similar
• 2-3 years working experience as a Customer Support Representative
• Ready to work in a 24X5 and eventually a 24X7 work environment

Technical Skills:

• Linux/Unix Troubleshooting
• Data parsing
• Reading logs
• XML
• Good understanding of Database SQL
• Excel/CSV
• Working knowledge of SalesForce/Service Cloud
• Familiarity with Jira and Confluence a plus

Good to have skills:

• Bash/Shell scripting
• EDI
• Java scripting
• ServiceNow
• Secure CRT
• NOSQL