Job Description
We are looking for a customer-focused and technically capable Application Support & Implementation Executive to join our team.
The role involves supporting customers in using our business applications/ERP software, assisting with software implementation and training, troubleshooting application and data-related issues, and coordinating with internal technical teams for timely resolution.
This is a Pan India opportunity. Candidates can work remotely for regular support activities, with travel to customer locations when required for implementation, training, or critical support.
The ideal candidate should have a combination of technical understanding, problem-solving ability, customer-handling skills, and strong ownership of issues.
# Job Responsibilities-
Key Responsibilities
- Customer Support: Provide prompt functional support through telephone, WhatsApp, chat, email, and remote support for application-related queries and issues.
- CRM Ticket Management: Monitor and manage customer support tickets in the CRM, communicate with customers, coordinate with internal teams, and ensure timely resolution and closure.
- Customer Requirement Understanding: Understand customer business processes, requirements, and challenges, and map them effectively with the application.
- Application Implementation: Configure and implement the application based on customer requirements and ensure successful implementation from setup through go-live.
- Functional Customer Training: Conduct online and onsite training for customers and end users, explaining application features, workflows, and best practices.
- Issue Analysis & Resolution: Understand customer issues, analyse the root cause, provide appropriate functional solutions, and guide customers towards resolution.
- Customer Coordination & Follow-up: Maintain regular communication with customers, understand their concerns, provide appropriate updates, and ensure timely follow-up until completion.
- Documentation: Maintain accurate records of customer issues, requirements, implementation activities, training, and resolutions in the CRM/support system.
- Product Knowledge: Maintain strong knowledge of the application, new features, and business processes to provide accurate and effective customer support.
- Customer Satisfaction: Take ownership of customer requirements and issues and ensure a professional, responsive, and positive customer experience.
# Required Candidate Profile-
Education:(UG - Any Graduate - Any Specialization, Diploma - Computers, B.Sc - Computers, B.Tech/B.E. - Computers, BCA - Computers) AND (PG- Post Graduation Not Required) AND (Doctorate- Any Doctorate - Any Specialization, Doctorate Not Required) Graduate In Commerce Or Science, BSC IT, BCA , Diploma In Computer Eng. . B.Tech/B.E , MSC, PG Doctorate Not Required
# SKILL-
1. -Excellent Interpersonal Relationship And Communication / Presentation Skills
2. -Analytical And Problem-Solving Skills
3. -Strong Written And Verbal Communication Skills
4. -Self-Motivated, With Strong Ability To Work Both Independently And With The Team
5. -Strong Analytical Skills
6. -Good Convincing Skill