Career Details

Role specific skillsets:

•       Strong business process (Sales and Retailing) and technology analysis skills - ability to understand MD&D/ similar industry and customer requirements
•       Take the lead on distributor onboarding activities (Interviewing the dealer, Requirement gathering, Gap analysis, coordinating with various stakeholder, UAT, Dealer Agreement Signoff, User Access Management, Documentation, Go-Live and Support) 
•       Manage & tracking customer incidents/ new requests
•       Handholding customer resolving the issues through Phone, chat Remote Desktop, and email communication channels as per the agreed SLAs
•        Provide the necessary training to the distributor as per the need
•        Data analysis skills - ability to interpret data and reports for business requirements
•        Partner with Technical Support team members 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 committed to meeting the customers’ evolving, long-term needs – the focus is on SERVICE
•      Result Orientation – Should be able to direct efforts towards developing and implementing realistic action plans to meet business objectives; with a sense of urgency – the focus is on achieving RESULTS
•     Initiative – One must not only understand and accept the responsibilities towards his/her job; but also proactively works towards identifying challenges and its resolution – the focus is on seeking SOLUTIONS
•      Professionalism – Should have in-depth knowledge of all functions and displays not only required skill-set, but also ethics and integrity while conducting the job  – the focus is on PROFESSIONALISM
•      Cooperation – One must ensure completion of all tasks at hand and simultaneously extends support to team members and displays joint ownership towards achieving business objectives    – the focus is on TEAMWORK
•      Communication/Feedback – Should believe in providing feedback to other associates and receiving feedbacks to enhance performance, thereby meeting business objectives – the focus is on OPEN COMMUNICATION

DESIRED CANDIDATE 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

Hiring Process:

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

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

 Finally, our people are our most valuable asset; if you agree with us on this, we would love to meet you!