Your Area of Responsibility: • Help resolve software and technical questions for the customer efficiently and effectively • Gather the required information necessary in order to best handle customer software and technical inquiries• Manage customer expectations regarding estimated response times for issue resolution • Meet SLAs like response and resolution times by partnering within peers, L2 and L3 Support organizations• Extensively research and document customer technical issues • Collaborate with technical support team members to properly manage customer inquiries and escalate when appropriate• Partner with technical support team members on various strategic projects when needed• Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.• Run monitoring reports for usage, performance, and/or availability.• Create customised reports in predefined formats • Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team. What We’re Looking For• BCA MCA, Bachelor’s Degree in E&C Computer Science Engineering or related technical discipline • referred – Telecom, ISP, Technical support /Customer support• 0 – 3 years of relevant experience in L1 technical customer support (voice and email),• Good communication & debugging skills • Passion to be a part of a hardworking and winning team• Ability to multi-task in a fast-paced environment • Excellent ability to learn and articulate software-related and technical concepts • Strong active listening skills and excellent written and oral communications skills • Excellent Customer Service Orientation • Strong attention to detail when communicating with customers (verbal & written) • Ability to empathize with customers and convey confidence • Knowledge in working with MS office etc. • Strong documentation skills
Interview Type : Face to Face Interview, Telephonic Interview
Are you looking to put your administrative and business acumen to work at a fast-growing company? Willing to roll up your sleeves, jump in, and create results working alongside a seasoned, dedicated group of entrepreneurs? Roambee Corporation is revolutionizing the way shipments and assets get monitored around the world in real time. By providing an easy, trusted, on-demand service, we create new opportunities for people to unlock efficiencies, gain more security, achieve improved levels of collaboration, and receive actionable information for supply chain monitoring. With 200+ customers in over 15 countries, and offices in the United States, India, Germany, Mexico, Brazil, Dubai, and South Africa, we work with our customers to ensure they have a new degree of control of their shipments than ever thought possible. Roambee has entered several large strategic partnerships worldwide to further drive our vision and mission to reality. As technical service analyst you will be a member of Roambee’s service operations team in at Ahmedabad responsible for providing high-quality technical support for the Roambee products to customers, using incident tracking system. The job involves handling and resolving incidents, problems & complex technical and functional queries from customers.