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FieldAssist
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Technical Support Executive

Technical Support Executive

FieldAssist

2 - 5 years

4 - 7 Lacs

gurugram

Posted:1 day ago| Platform:

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Skills Required

sql queries application support ticketing manager quality assurance technical support executive manager technology customer support customer service training and development client management

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are looking to hire a Technical Support Executive to help coordinate and execute technical interfaces between FieldAssist and its Partners. You will be responsible for managing a group of FieldAssist Support Analysts in order to assist the team and our clients in resolving technical and application-related inquiries regarding FieldAssist software products. In assessing and improving support processes and metrics, including team performance and customer satisfaction, you will work to ensure that our core team of Analysts continues to deliver world-class technical and application support to FieldAssist dynamic and growing customer base.

Responsibilities

1. Working with Partners to support, train, integrate and execute their solution through
FieldAssist APIs and maintain SLA s 2. Quality Assurance to assure APIs meet the needs of those Partners. 3. Improve and enhance documentation based on best practices and what you see in the field.

4. Training and development of the Technical Support team particularly in the development
of customer service, time management, and problem-solving skills ensuring world-class support for FieldAssist customers.

5. Effectively servicing client management escalations in line with accepted best practices
and processes, collaborating with other departments on necessary nextsteps 6. Developing, measuring and managing customer support metrics such as quality of service, close rates, response times, and teamwork 7. Communicate and develop relationships with the Engineering and Technical Operations teams to prioritize and address high priority technical issues 8. Identifying, managing and executing Technical Support strategic projects and initiatives.

Required Knowledge, Skill and Abilities:

1. Any grad with 1.5-2 years of work experience.
2. Good Command on SQL Queries. 3. Experience in managing the ticketing platforms like Freshdesk, Zendesk, etc. 4. Experience in DevOps is a plus. 5. You have demonstrated the ability to lead a team in a highly demanding, fast-paced environment. 6. You are an effective communicator with the ability to manage and implement change in a dynamic environment. 7. You have the ability to empathize with customers and convey confidence, displaying have superb listening skills and verbal and written communication skills. 8. You have demonstrated expertise in improving and managing Technical Support processes and methodologies

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Technical Support Executive