Customer Support L2
5- 7 years of experience
Roles and Responsibilities :
Excellent client communication skills
ERP Product Support
Point contact for all functional / technical support through call / chat / email.
Ability to provide level 2 support through all support avenues.
Lead the local support team
Experience in production support
Off-site support (Telephone / email / Web)
Meeting SLAs as per company standards.
Problem diagnosis and troubleshooting
Issues Management, coordination with key stake holders inside the company and make sure solutions are provided.
Handling Product Upgrades (Major as well as minor)
Collect customer feedback and derive action items and execute them to customer satisfaction
Exposure to Web applications in MS platform - SQL 2008 / 2012, IIS.
Prior ERP knowledge is added advantage.
Ability to grasp, interrelationships between management requirements and ERP solutions.
Experience on ERP Tally 9 would be added advantage.
Good working knowledge of networks, servers/hardware
Good Team player
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