I Code technologies Pvt Ltd

Coimbatore, Tamil Nadu

Customer Support: Handling customer queries on phone/emails/chat (NOT related to sales)Attend and acknowledge each customer call/mail.Technical Troubleshooting: Resolving technical issues raised by customers through:o Remote assistance tools like Teamviewer,Anydesk,Showmypco Phone supporto Email/Chat supportRaising trouble ticketsPerform basic level troubleshooting for resolving customer issues.Help with investigations during escalations.Assist in resolution of technical/non-technical issues faced by customers. Provide timely updates to customers and 100% documentation (RCA) on all the resolutions.100% adherence to support processes. The list includes:o Time accountingo Ticket managemento Review of backlogs owned on a shift basis so as to make them close to zero.o Review of owned incidents that are completed and need to be closed.o Follow-up with customers on the solution provided.o Review customer feedback with a view to improving and enhancing support qualityReplicate, test and resolve incidents that were logged by customersAdministrative work: Simple operations (e.g. Applicaion setup) on backend systemsExecute test cases manually to verify the expected results and fix any bugs found

* In the Inside Sales team you will provide support for lead/opportunity generation* Conduct calls / send emails / connect via social media to generate leads* Schedule first meetings/demo's for sales/pre-sales* Conduct customer surveys* Bring awareness of the product or offering on behalf of sales/marketing team* You will be provided detailed to a moderate level of instruction on daily work tasks and detailed instruction on new assignments and the decisions that you make that would impact your work * You will need to be well versed with basic statistics and terms involved in the day to day business and use it while discussing with management team.* Enter and update customer information in the database.* Go the extra mile to meet sales quota and facilitate future sales * Keep records of calls and sales and note useful information