Technical Support Specialist (Male)

Forward Eye Technologies

responsibilities will include:

- Provide support to internal and external customers on all aspects of LRNs proprietary applications (functions

include: campaign set up, system generated e-mails, system reporting, user data management, and

customization).

- Using defined systems and processes, keep both internal and external stakeholders updated as to the status

of call tickets, requests, projects, issues, and changes.

- Update necessary tracking and reporting systems to ensure that group statistics can be tracked, managed and

measured.

- Ensure at all times SLAs are observed and met to ensure timely resolution of customer support issues.

- Manage expectations of internal and external customers, ensuring capabilities are not exceeded to the

detriment of the customer. Escalate issues related to capabilities where appropriate.

- Serve as an internal advocate for field personnel, as well as external customers. Prioritize requests based on

need and impact. Work with internal stakeholders to address priorities.

- Prepare and present (in written and verbal forms) product information that will assist customers with the

capabilities of LRN's systems.

- Maintain quality levels for all work related to customers requests.

- Ensure there is an ongoing dialog between LRN and each customer with whom the Client Assistance Center

team member is working.

- Collaborate with peers to discuss unique solutions and to document them.

- Coach and develop skills for more junior members of the team.

You should have:

- Bachelors Degree

- 8-10 years of L1 level experience in a customer facing role in an application support environment for a large

SaaS organisation. We value ability and experience to independently manage operational relationship with

enterprise customers.

- Excellent communication skills in English. This position requires above par skills to write and speak in English.

- Extensive experience in supporting enterprise customers globally.

Experience : 8 - 10 Years

No. of Openings : 10

Education : Any Bachelor Degree

Role : Technical Supports executive

Industry Type : IT-Hardware & Networking / IT-Software / Software Services

Gender : Male

Job Country : India