Customer support Engineer (IT Support)-PR

Role-Client Success Engineer

Location-Vadodara (WFO)

exp-3-5 Years

Responsibilities

Customer Project Management

• Ensuring that the order has all the required information and can fulfil the order in the

specified timeframe.

• Completing the Discovery phase.
• Coordinating with the customers and the internal teams to complete the project in a

timely manner

• Creating Project Plans and sending regular reports to the customers

Customer Service

• Receiving calls (whenever requested) and resolving cases escalated by the customers as

well as resolving cases escalated by First Level Support

• Ensuring we provide solution within an optimal time frame
• Logging all activities against the customer account/cases
• Ensuring service is paid for
• Documenting problem and resolution using Knowledgebase Articles for quick

reference/response in future

• Creating/Modifying Crystal reports

Training

• Planning, packaging and delivering trainings for customers remotely or onsite
• Get the customer acclimatised with the workings of Windowmaker (using trials and demos

with programs and data on the Terminal Server)

• Preparing presentations and videos for the complex options
• Training First Level Support

Management

• Regular daily/weekly reports to the management

Data Projects

• Analyze and create Project specifications
• Data Setup based on specifications.
• Code/Release Testing and quality assurance
• Maintain standards compliance

Qualification And Experience

Engineering graduate with basic computer knowledge, preferably in software

Skills: customer,on-call support,project,management,code,client coordination,customer service management,training,data,project managment,technical support,software,remote