Eurofab Electronics Pvt. Ltd. jobs - Associate Customer Support Analyst

All of us at EFI are relentlessly focused on just one thing the growth and success of the print business That s why tens of millions of print professionals worldwide turn to EFI to fuel their success Our 3 000 worldwide team members prove our commitment to you every day by developing breakthrough technologies for the manufacturing of signage packaging textiles ceramic tiles and personalized documents with a wide range of printers inks digital front ends and a comprehensive business and production workflow su ite that transforms and streamlines the entire production process increasing your competitiveness and boosting productivity EFI and You Our customers today want to know how their business can look like weeks months years ahead and how they can deliver in a VUCA Volatility Uncertainty Complexity and Ambiguity world Hence it is critical to build strong Customer Success Teams that can consistently deliver high performance and OWN every customer issue while providing resolution in the simplest manner possible If You are passionate about making an impact for Customers working with CrossFunctional Teams Interacting with Global partners and customers then EFI is the right place for you to drive Customer Success EFI wants to fundamentally change the emphasis of customer service interactions to drive success for our customers at every step by making it simple for them exceeding expectations with every interaction saving time and effort and owning every piece of a customer query Primary responsibilities Provide support to customers via email chat and telephone following documented troubleshooting instructions or with instruction from Functional Reporting ManagerRespond to customer queries by taking complete ownership and keeping customer as priority and the sole goal to be towards ensuring resolving customer issues Answer emails opening cases in SalesForce identifying customers populating case details and confirming accuracy of data ensuring there is a low repeat rate on customer interactions for the same issue Review support cases logged via the customer portal populating any missing detail and confirming accuracy of data to ensure all details required to resolve a customer issue is available for any future reference Review case priority maintain strict adherence to prioritybased SLA requirements and follow the escalation Matrix as deemed necessary Follow up with clients that have not provided responses to outstanding questions from the Customer Success teamsProvide notification to clients when new related software has been released including direct notification to clients that have resolved issues within the release in conjunction with EFI s marketing team to ensure customers are well informed Provide regular updates to clients in order to maintain an ongoing relationship providing statistical and progress information and generating and sending Outreach Reports Other support tasks as determined by Functional Manager Reporting Manager Education Graduate in any discipline Preferably BE in Printing Experience

Requirements Customer Service or Support 

Experience minimum 2 yrs in IT ITESExperience in troubleshooting and or web application

Confidence in talking direct to client contacts at all levels

Should possess keen attention to details and analytical skills 

Excellent organizational and interpersonal skillsWillingness to learn

A self starter ability to work with minimal guidance in a fastpaced environment

General computing skills including email and internetbased navigation

Must be fluent verbal and written in English Additional Language skills of French and German would be preferential Willing to work in shifts 24 5 EFI Inspiring the world with spectacular imagery