Job Role • Role would require day in – day out client interactions over telephonic calls and remote session over any desk or any other remote tool. • End to End software implementation: installation, configuration, integration, defining various policies as per the client requirements etc, and get the certification of completion from the client. • Train the users functionally and technically on our various software’s aspects. • Provide technical support along with basic trouble shooting on L1 Level and provide ad-hoc training to customers who use the company’s product, replying to inbound queries. • Responsible for database support, troubleshooting the problems by writing SQL queries, deploy new patches on UAT and production server at IIS server. • Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades. • Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager. • Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention. • Escalate unresolved queries to respective departments for accurate redressal. • Knowledge on ticket management system. Requirements Required Skills • Education Qualification: Any computers degree: BCA / BSc (Information Technology) / BSc (Computer Science) / BE or BTech Computer Science / BE or BTech IT etc / MCA. • 0 to 2 Years experience in Software - Customer Success / Support Domain. • Experience of working with various databases like SQL, Oracle & MS Access or with software implementation & ticketing tool will be an added advantage. • Good understanding of computer, internet and IT literacy with the ability to learn new technology quickly. • Basic knowledge on SQL / Oracle Database - writing SQL query to troubleshoot errors • Basic knowledge on networking, windows desktop/servers, IIS and troubleshooting tools • Good listening and problem-solving skills • Customer service and a customer centric attitude Desired Personality traits • Soft spoken & pleasing, professional, presentable at the same time sharp to handle small and large clients • Technically &Logically Strong • Strong analytic, problem solving & Interpersonal Skills • Strong work ethics and sense of commitment • Ability to balance multiple priorities Key Result Areas • Customer Satisfaction of assigned clients • Problem & query analysis, understanding & Solving