Key Responsibilities:

1. Technical Support and Issue Resolution:

• Responding to client queries, questions, requests, and issues via email and phone.
• Logging and tracking support emails in CRM, ensuring timely resolution of client issues.
• Troubleshooting technical issues within TEAMS and escalating to the development team if necessary.
• Providing guidance and instructions to clients on resolving issues or making changes in TEAMS.

2. Client Relationship Management:

• Coordinating with clients to ensure smooth onboarding and ongoing support.
• Acting as a professional interface between clients and the operations team.
• Ensuring client satisfaction through effective communication and problem-solving.
• Writing professional emails to document all client discussions and interactions

3. Testing and Quality Assurance:

• Testing new functionalities and updates in TEAMS on the demo site and test sites.
• Creating testing scenarios to ensure proper functionality of TEAMS features.
• Documenting and reporting bugs or issues found during testing.
• Retesting functionality after the development team fixes bugs to ensure resolution.

4.  Data Import and Quality Assurance:

• Assisting TA in reviewing and cleaning import files for new client onboarding, ensuring accuracy and integrity of data.
• Assisting TA in identifying and rectifying junk, invalid, or missing data in import files before uploading to TEAMS.
• Assisting TA in conducting a thorough analysis of data, including identifying incorrect date formats, missing information, and special characters.
• Collaborating with TA staff to finalise import files before uploading to TEAMS.
• Providing recommendations for improving data management processes. 

5. Newsletter Management:

• Sending bulk email notifications to clients regarding TEAMS newsletters, updates and holidays.

6. Training:

• Providing training and guidance to new support staff on various processes and procedures.
• Assisting in the creation and management of support autoresponder emails in CRM.

Skills required from the ideal candidate

• Good communication skills  with very high fluency in written and spoken English & Hindi (speaking)
• Strong intention to detail 
• Proficient in documenting client interactions, issues and resolution
• Technical proficiency
• Problem-solving skill
• Organisational skill – Ability to manage multiple tasks 
• Adaptability
• Training and mentoring

Knowledge / Tools usage proficiency

• Use Chat GPT and similar tools
• Google Sheets and spreadsheets
• Working knowledge of Mailchimp

Other Useful Knowledge / Tools 

• In-depth WordPress knowledge
• Using and building assets in Canva 

Benefit

• Performance Bonus 
• Pay timely off
• Professional Growth & Development
• Job security

Qualification

Minimum Qualification required – Bachelor’s degree in Computer Science or Information Technology with good technical & communication skills and preferably a background in journalism.

Experience

2-3 years of experience in customer support or technical support role is preferred.

For a fresher applying for a Support Executive position in a software company: Bachelor’s degree in Computer Science or IT, with strong technical aptitude and excellent communication skills and preferably a background in journalism.

Pay: Competitive Salary

Schedule – Monday to Friday(6:30am -3:30pm)

 8-hour shift with a 1-hour break for breakfast and lunch.

How to apply

Interested  candidates submit their resume along with a cover letter via email (service@rtosoftware.com.au) or at the website (totalsynergyconcepts.com) 

Office Location

SCO 1, Gill Complex II, C Block Market, Ranjit Avenue, Amritsar 143001 Punjab, India