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- Respond to customers inquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction. - Logging and classifying incoming calls, and requests for assistance in the e-ticketing System. - Filters and escalates inquiries relating to other departments. - Manages the resolution process for customers relating to data and applications for a particular product(s). - Track inquiry resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interaction. - Follow the appropriate procedures to respond to issues and update the customers when outages of a major nature occur. - Identify and escalate problems affecting a number of customers or influencing the timely resolution of one customer's inquiry. This would include escalations to the team leader and other support, sales, engineering or resolver groups as appropriate. - Recognize and escalate recurring problems, inferior processes or outdated procedures. - Accept additional projects or areas of responsibility that will improve the team's performance. Qualification/Eligibility * Bachelor Degree (CS) from well-reputed College/University * A high standard of spoken and written communication skills * Previous experience of ERP/Microsoft Dynamics AX support * Candidates having good knowledge of Microsoft SQL will be preferred
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