Job Description
Roles & Responsibilities:
- To resolve complex technical queries and issues of product functionality and defect correction as well as coordinating with the Software Engineers for product support.
- Must be able to demonstrate excellent troubleshooting and problem-solving skills.
- Ensure complete documentation of all activities undertaken with respect to the ticket in the case log.
- Adhere to the Process defined on both Operations and Quality legend.
- Ability to timely Escalation (Approach to handle issue to understand when to escalate & what will be handled by themselves), attention to detail, ability to research and able to arrive at solution and challenges the process and come up with different alternatives.
- Understanding customer behavior, expectations from the product analyzing Usage trends and product adaptability to increase usage and make the product sticky.
- Work towards providing an excellent customer experience by going that extra mile on every interaction.
- Maintain overall customer satisfaction levels to ensure the continuous relationship with Practo.
- 5 Days Working and it’s Rotational Off
Must Have:
- Excellent Communication
- Customer Support, Customer Engagement, Customer Retention
- Ability to handle customer situation with effective behavior.
- Problem solving efficiency.
- Fluency in English & Hindi