Level One Technical Support Associate – Mohali

We’re excited to offer the Level One Technical Support Associate role in Mohali. If you have a flair for technical troubleshooting and a passion for customer service, join us in providing comprehensive support for the Restaurant Assistant Software. With a commitment to excellence and a 24/7 rotational work schedule, you will be a vital link between our customers and the seamless functionality of their software.

Job Description

• Customer Support: Address technical queries and issues from customers who have purchased the Restaurant Assistant Software.
• Inbound, Email, and Outbound Support: Handle incoming customer inquiries and proactively email customers for technical assistance.
• Technical Troubleshooting: Identify and resolve technical issues, providing step-by-step guidance to customers.
• Product Knowledge: Develop a deep understanding of the Restaurant Assistant Software to troubleshoot problems and provide solutions effectively.
• Documentation: Maintain detailed records of customer interactions and technical issues in the company’s CRM system.
• Follow-Up: Ensure technical issues are resolved to the customer’s satisfaction and follow up as needed.
• Team Collaboration: Collaborate with other technical support team members to resolve complex technical problems.
• Feedback & VOC: Gather and report customer feedback and concerns to the development and product teams for continuous improvement.

Job Requirements

• Experience & Education: At least a year of experience in Technical Support (Application Support); an undergraduate or a bachelor’s degree in application support/development or a related field is preferred.
• Technical Knowledge: Strong technical aptitude with the ability to understand and troubleshoot software-related issues.
• Language Support: Exceptional English & Hindi communication skills, both written and spoken.
• Customer Focus: A customer-centric approach that can empathize with customer issues and provide effective solutions.
• Problem Solving: Strong problem-solving skills to diagnose and resolve technical issues.
• Patience: Ability to work patiently with customers to guide them through technical solutions.
• Documentation: Proficiency in using CRM software to record customer interactions and maintain records.
• Proactive: Ability to proactively reach out to customers who may require technical assistance.
• Teamwork: Collaborative skills to work with other technical support team members and assist when needed.
• Adaptability: Ability to adapt to evolving software features and updates

Why Join Us at Fusion CX:

Fusion CX is not just a workplace; it’s a hub where your technical skills and dedication to customer satisfaction can shine. We value the expertise and contributions of our associates, offering a platform for growth, learning, and meaningful impact. By joining us as a Level One Technical Support Associate, you will play a critical role in the success of our clients and the Restaurant Assistant Software. Take this chance to grow professionally and become an integral part of a dynamic team in Mohali.