Team Member - Customer support

Job Description:

To look after customer/field support activities by continuous interaction with customers, receiving & attending field complaints/customers, participating in tender sample testing, collection of defective products & after analysis assure timely delivery of solution, rectified product & feedback analysis report to customer so that customer satisfaction can be achieved. Creating strong relationships with customers, ensuring they are happy with the services provided & offering training to their representatives.

Key Responsibilities:

1. Ensure necessary customer handholding is provided

2. Ensure timely field upgrade of product if required

3. Develop cordial relationship with all customers and test labs

4. To ensure faulty products are repaired in time and returned

5. To follow-up with CSS to ensure timely delivery of repaired products

6. Provide technical support for application software

7. Listen attentively to customer, empathize with their concerns and take appropriate steps to resolve the issues effectively

8. To provide training to customers on our supplied products and s/w tools also assure the updating of s/w tool

9. As and when new product is launched, provide interim support to customers for installation

10. Ensure timely field trial of new products

11. Guide customer on how to use a product or service effectively by providing instructions, demonstrate features or suggest best practices to improve the customers experience

12. Getting tender sample tested/ supplied lot testing at customer end and assure successful customer clearance including sample testing of high value projects so that tender winning probability can be increased.

13. Updating of Service Request in ERP on regular basis and ensue timely closure of SRs as per TAT

14. Maintaining all service records as per ISO business process

15. Provide cost inputs for repair, customer visits, analysis, accessories for various products as per respective complaint/fault repairs to prepare offer.