Career Details

Rolespecific skillsets:

•       Strong business process (Sales andRetailing) and technology analysis skills - ability to understand MD&D/similar industry and customer requirements
•       Take the lead on distributor onboardingactivities (Interviewing the dealer, Requirement gathering, Gap analysis,coordinating with various stakeholder, UAT, Dealer Agreement Signoff, UserAccess Management, Documentation, Go-Live and Support) 
•       Manage & tracking customer incidents/new requests
•       Handholding customer resolving the issuesthrough Phone, chat Remote Desktop, and email communication channels as per theagreed SLAs
•        Provide the necessary training to thedistributor as per the need
•        Data analysis skills - ability tointerpret data and reports for business requirements
•        Partner with Technical Support teammembers on various strategic projects when needed
•        Run monitoring reports for usage,performance, and/or availability.
•        Manage the master data for Dealer

Core Competencies:

•     Service Orientation – Should be aware of both- the internal as well as external customers and their needs; and is committedto meeting the customers’ evolving, long-term needs – the focus is on SERVICE
•      Result Orientation – Should be able todirect efforts towards developing and implementing realistic action plans tomeet business objectives; with a sense of urgency – the focus is on achievingRESULTS
•     Initiative – One must not onlyunderstand and accept the responsibilities towards his/her job; but alsoproactively works towards identifying challenges and its resolution – the focusis on seeking SOLUTIONS
•      Professionalism – Should have in-depthknowledge of all functions and displays not only required skill-set, but alsoethics and integrity while conducting the job – the focus is on PROFESSIONALISM
•      Cooperation – One must ensurecompletion of all tasks at hand and simultaneously extends support to teammembers and displays joint ownership towards achieving business objectives    – the focus is on TEAMWORK
•      Communication/Feedback– Shouldbelieve in providing feedback to other associates and receiving feedbacks toenhance performance, thereby meeting business objectives – the focus is on OPENCOMMUNICATION

DESIREDCANDIDATE PROFILE:

• Any Bachelor’s Degree
• 2-4 years of relevant experience in L1 customer support (voice and email), with a strong customer interaction experience
• Should understand the Retail business including supply chain fundamentals and organizational hierarchy
• Passion to be a part of a smart working and winning team
• Ability to multitask 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 (English and Hindi)
• Strong attention to detail when communicating with customers (verbal & written)
• Ability to empathize with customers and convey confidence
• Expertise working with Microsoft Excel and Reporting Tools
• Strong documentation skills
• Strong interpersonal and soft skills

HiringProcess:

Your interaction with us will include,but not be limited to,

•         Technical / HR Interviews
•         Technical / Behavioral Assessments -Accounting, Excel, Logical reasoning

 Finally, our peopleare our most valuable asset; if you agree with us on this, we would love tomeet you!