Executive Trouble Shooting -Fresher

Executive - Product Support & troubleshooting

Fresher can apply

Location : Noida Sector 5

6 Days working 24*7 shift 1 day off

Executive will be responsible for providing customer support, troubleshooting, onboarding, and configuration assistance for Smartflo and other CPaaS/SaaS-based cloud communication products. The role focuses on delivering excellent customer experience through timely resolution of technical and service-related queries while ensuring adherence to defined SLAs.

• Attend inbound calls, emails, and digital transactions related to Smartflo product.
• Troubleshoot products, application, and cloud-based service issues.
• Provide prompt and effective resolution to customer queries and concerns.
• Work towards First Contact Resolution (FCR) and minimize repeat customer interactions.
• Capture customer Voice of Customer (VOC) accurately in the system for analysis and service improvement.
• Perform necessary customer configurations on the Smartflo platform.
• Perform diagnostics and provide online resolutions for customer-reported issues.
• Take corrective actions as per customer requirements and defined QRC processes
• Conduct onboarding and activation support calls for new customers.
• Deliver product demonstrations and customer education sessions.
• Guide customers on product features, functionalities, and best practices.
• Incumbent will have to work on Smartflo platform and do the necessary configuration.
• Raise Complaint for NFTR cases in system. (for L1)
• Follow up with respective cross functional team or with Platform partner team to ensure timely resolution.
• Ensure proper VOC is captured in the system for future analysis.
• Proper professional documentation to Internal & external customers.
• Customer centric approach to enhance customer satisfaction.
• Track incidents through closure while ensuring SLA adherence.
• Escalate critical issues appropriately and provide regular updates to stakeholders.

Requirements & Skills:

• Non-Vernacular resources (English & Hindi) hired with Versant 5 in spoken English
• Technical/Science/Graduate with 0-1 year of prior experience in customer service.
• Basic Understanding of Cloud, SaaS, and CPaaS-based, API.
• Experience with ticketing tools such as ServiceNow, JIRA, Zendesk, or Freshservice.
• Exposure of 3-6 Months of product troubleshooting is a must.
• Language competency Hindi/English and Tamil language resources to cover 24 x 7 x 365
• Excellent written and verbal communication skills.
• High customer service orientation and high problem-solving skills.

Interested candidate can apply on [email removed]