Amrita University Hiring for Customer Support Executive / Senior Support Engineer Job at India Full Time

Amrita AHEAD is the Online Degree program (10+ currently) offering by Amrita Vishwa Vidyapeetham. Innovative and award-winning pedagogic practices provide experiential learning allowing freshers and working professionals anytime access and flexibility with personalized mentorship and interactivity. Our UGC entitled future-ready degree programs are offered jointly with Industry stalwarts and reputed national and international faculty that equip and expose students to address real-life applications.

Amrita AHEAD is currently offering position for Customer Support Executive / Senior Support Engineer , Interested Candidates can be Apply Below

Eligibility

A bachelor’s degree or higher in administration or a related field.

A minimum of 3 years’ experience.

Responsibilities

Overseeing the customer service process.

Planning the training and standardization of service delivery.

Document technical knowledge in the form of notes and manuals

Conducting quality assurance surveys with customers and providing feedback to the staff.

Guiding a team of representatives offering customer support.

Maintaining a pleasant working environment along with team representatives.

Maintain pleasant relationships with customers

Organize webinars and prepare resources to train customers so that they are trained to use our products and services effectively.

Diagnose and troubleshoot technical issues, including account setup and network configuration

Ask customers targeted questions to quickly understand the root of the problem

Track computer system issues through to resolution, within agreed time limits

Talk to clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

Properly escalate unresolved issues to appropriate internal teams (e.g., software development)

Provide prompt and accurate feedback to customers

Refer to internal database or external resources to provide accurate tech solutions

Ensure all issues are properly logged

Prioritize and manage several open issues at one time

Follow up with clients to ensure their IT systems are fully functional after troubleshooting

Prepare accurate, timely reports and present to management and stakeholders for tracking.

Skill Set

Excellent interpersonal and communication skills, both written and verbal.

Very good Presentation skills

Excellent problem-solving skills

Ability to guide team representatives.

Hands-on experience with multiple OS platforms (Windows, Linux, MacOS).

Excellent working knowledge of computer systems, mobile devices and other tech products

Ability to diagnose and troubleshoot technical issues

Excellent situational awareness coupled with experience in mediation and conflict resolution techniques.

Working knowledge of Issue tracking tools such as Redmine/Jira/OSTicket

Ability to provide step-by-step technical help, both written and verbal

Added advantages

Working knowledge of CRM Systems

Experience in Microsoft 365 Administration

Additional certification in Linux, Cisco or similar technologies

Experience in working with popular Learning Management Systems

Location

Kollam, Kerala