RFID4U IT SOLUTIONS PRIVATE LIMITED

Customer Success Executive / Senior Customer Support

RFID4U IT SOLUTIONS PRIVATE LIMITED
Not Disclosed
0-4 Years Full Time
Haryana, IN

Vacancy: Not Disclosed Posted: 1 year ago Applicants: 0
Share via

Job Description

Customer Success Executive
Gurgaon, India

As an integral part of RFID4U support team, this role is responsible for providing application and technical support to end users over a variety of issues on primarily our industry leading TagMatiks application suite. This role will require working with various multi-national groups and time zones. It will require on call shift schedules to support the team in achieving global coverage.

Job Responsibilities

  • Adhering to support group metrics and KPIs.
  • Responding to telephone calls, email, web meeting and other requests for application or technical support.
  • Solving requests directly or performing triage of requests to determine the nature of the issue.
  • Tracking and monitoring the request to ensure a timely resolution.
  • Conducting follow-up activities with end-users in the form of emails, web meeting messages and/or phone calls to close out requests.
  • Utilizing ticketing systems available to log issues and track them until resolution; effectively closing tickets.
  • Distinguishing between application and hardware problems or RF Physics limitations.
  • Supporting TagMatiks end users in the form of verbal instructions and/or live demonstrations (Perform individual or group trainings if needed).
  • Resolving problems, duplicating end user issues, troubleshooting, and escalating problems as needed.
  • Interacting with people on all levels of the organization domestically and internationally.
  • Troubleshooting complex problems and providing suggested solutions Identifying and requesting appropriate information/documentation from end-users to resolve requests.
  • Differentiating between support requests and requests for new functionality and handling appropriately.
  • Performs other related duties and tasks as necessary or as assigned.
  • Coordinating work in multiple time zones and countries with potential of changing own schedule as needed.
  • Must be adept at working with various cultures.
  • Grow personally and have fun.

    Required Job Skills

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.
     
  • Experience in Radio Frequency Identification (RFID), Data Collection, IOT industry is must.
  • Experience of asset tracking and inventory business processes, such as but not limited to, inventory cycle counting, asset life cycles, supply chain logistics will be of added advantage.
  • Ability to organize, manage, and track multiple detailed tasks and requests with frequently changing priorities.
  • Ability to master understanding of product functionality and objectives.
  • Ability to identify potential product needs based on support requests.
  • Ability to provide training.
  • Ability to recognize trends in the type and nature of the support issues and communicate these trends via reports to management.
  • Have extensive mobile and/or cloud-based client application design, implementation and/or development experience.
  • Experienced with both licensed software applications as well as hosted/managed software applications (including Software as a Service).
  • Energetic, inspiring, self-driven, hard-working, results-oriented and solution-minded!!
  • Must enjoy working with customers and being driven by customer expectations.
  • Must possess outstanding written and verbal communication skills in English language.
  • Must have strong analytical and problem-solving skills.

    Experience
    Minimum 2 to 4 years experience in software design, development, product management and/or related software/ hardware solution implementation experience.
    Education
    Bachelors in Science / Technology and or related.

Skills Required: Cloud, RFI, Dasset Tracking


JOBS BY CATEGORY