Job Description
Full job description
Key Responsibilities:
Customer Assistance: Provide timely and effective technical support to customers via phone, email, and chat, addressing inquiries, troubleshooting issues, and resolving problems related to automation products and services.
Product Knowledge: Develop and maintain a deep understanding of the company's automation products, features, and functionalities. Stay updated on new releases and updates to provide accurate information to customers.
Problem Resolution: Diagnose technical issues, guide customers through step-by-step solutions, and escalate problems to higher-level support when necessary. Work closely with the development and engineering teams to resolve complex technical issues.
Documentation: Create and maintain detailed documentation, including FAQs, troubleshooting guides, and knowledge base articles, to assist customers in finding solutions to common problems independently.
Training and Guidance: Conduct training sessions and webinars for customers to educate them about the effective use of automation products. Provide guidance on best practices to optimize their automation processes.
Feedback Collection: Gather customer feedback and insights regarding product usability, features, and overall satisfaction. Communicate customer needs and trends to the product development team to enhance product offerings.
Collaboration: Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure consistent messaging and a cohesive customer experience.
Quality Assurance: Monitor customer interactions to ensure quality standards are met. Provide coaching and feedback to improve the customer support team's performance.
Continuous Learning: Stay updated with the latest automation technologies, industry trends, and customer support best practices. Continuously enhance technical knowledge and customer service skills.
Qualifications:
B.E/Diploma mechanical, Electrical, Electronics & Communication, Mechatronics, or related field preferred.
Proven experience in technical customer support, specifically in the field of automation.
Strong knowledge of automation technologies, including robotic process automation (RPA), workflow automation
Excellent problem-solving skills and ability to think analytically.
Exceptional communication skills, both written and verbal.
Ability to empathize with customers and provide personalized, patient, and professional support.
Familiarity with help desk software, CRM systems, and remote support tools.
Ability to work collaboratively in a team-oriented environment.
Strong multitasking abilities and attention to detail.
Relevant certifications in automation technologies are a plus
Job Type: Full-time
Pay: From ₹25,000.00 per month
Benefits:
Leave encashment
Paid sick time
Paid time off
Provident Fund
Ability to commute/relocate:
Changodar, Ahmedabad, Gujarat: Reliably commute or planning to relocate before starting work (Required)
Education:
Bachelor's (Preferred)
Experience:
Customer support: 2 years (Preferred)
Work Location: In person
