The Role
Provides end-to-end software implementation, configuration, integration, database support, troubleshooting, patch deployment, user training, and Level 1 technical support. Interacts with clients remotely, resolves inbound queries, manages tickets, gathers product feedback, supports customer satisfaction and retention, and escalates unresolved issues. The role requires basic SQL and Oracle troubleshooting, IIS and Windows knowledge, networking fundamentals, strong problem-solving skills, and a customer-centric approach.
Summary Generated by Built In
Job Role
- Role would require day in – day out client interactions over telephonic calls and remote session over any desk or any other remote tool.
- End to End software implementation: installation, configuration, integration, defining various policies as per the client requirements etc, and get the certification of completion from the client.
- Train the users functionally and technically on our various software’s aspects.
- Provide technical support along with basic trouble shooting on L1 Level and provide ad-hoc training to customers who use the company’s product, replying to inbound queries.
- Responsible for database support, troubleshooting the problems by writing SQL queries, deploy new patches on UAT and production server at IIS server.
- Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
- Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager.
- Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
- Escalate unresolved queries to respective departments for accurate redressal.
- Knowledge on ticket management system.
Requirements
Required Skills
- Education Qualification: Any computers degree: BCA / BSc (Information Technology) / BSc (Computer Science) / BE or BTech Computer Science / BE or BTech IT etc / MCA.
- 0 to 2 Years experience in Software - Customer Success / Support Domain.
- Experience of working with various databases like SQL, Oracle & MS Access or with software implementation & ticketing tool will be an added advantage.
- Good understanding of computer, internet and IT literacy with the ability to learn new technology quickly.
- Basic knowledge on SQL / Oracle Database - writing SQL query to troubleshoot errors
- Basic knowledge on networking, windows desktop/servers, IIS and troubleshooting tools
- Good listening and problem-solving skills
- Customer service and a customer centric attitude
Desired Personality traits
- Soft spoken & pleasing, professional, presentable at the same time sharp to handle small and large clients
- Technically &Logically Strong
- Strong analytic, problem solving & Interpersonal Skills
- Strong work ethics and sense of commitment
- Ability to balance multiple priorities
Key Result Areas
- Customer Satisfaction of assigned clients
- Problem & query analysis, understanding & Solving
Skills Required
- Bachelor's or master's degree in computer science, information technology, or a related computer field, such as BCA, BSc IT, BSc Computer Science, BE/BTech Computer Science, BE/BTech IT, or MCA.
- 0 to 2 years of experience in software customer success or technical support.
- Basic knowledge of SQL and Oracle Database, including writing SQL queries to troubleshoot errors.
- Basic knowledge of networking, Windows desktops and servers, IIS, and troubleshooting tools.
- Good understanding of computers, the internet, and IT, with the ability to learn new technologies quickly.
- Good listening, problem-solving, analytical, interpersonal, and customer service skills.
- Customer-centric attitude and ability to maintain professional service standards.
- Ability to balance multiple priorities and demonstrate strong work ethic and commitment.
- Experience with databases such as SQL, Oracle, or Microsoft Access.
- Experience with software implementation and ticketing tools.
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The Company
What We Do
Spectra Technovision (India) Pvt. Ltd., founded in 1999, provides tailored identity and technology solutions for clients in India and globally. The company serves the media and broadcast industry through consultancy, network-infrastructure design, hardware and software solutions, installation, documentation, training, and post-installation support. It has a broad client base and an international network of channel partners.
