TECHNICAL SUPPORT EXECUTIVE IN INDIA

ABOUT ENGRAV ENGRAV Systems Pvt. Ltd (ENGRAV) is based in Bangalore and is in the fifth year of its operation. ENGRAV has spent many man-years on the design, development of a specialist software ERP (EMQIM). The software ERP is used for maintenance & material management of any type of assets, including aviation assets like aircraft & helicopters. ENGRAV has also developed a Flight Duty Time Limitation (FDTL) software for the aviation industry. The company has entered the commercial aviation segment in May and now, has over 30 commercial aviation operators as customers. CANDIDATE REQUIREMENTS MANDATORY REQUIREMENTS: Ability to speak and write clearly and accurately Proficient in writing Knowledge of relevant software computer applications and equipment Effective listening skills Good team player Multi-tasking capabilities JOB RESPONSIBILITIES: Deliver service and support to customers using and operating automated call distribution phone software, via remote connection or over the Internet Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services Gather customer s information and determine the issue by evaluating and analyzing the symptoms; Diagnose and resolve technical software issues involving product usage, functions and features Research required information using available resources Follow standard processes and procedures for troubleshooting issues/ concerns raised by customers Identify and escalate priority issues per Client specifications; Redirect problems to appropriate resource; Accurately process and record call transactions using a computer and designated tracking software; Offer alternative solutions where appropriate with the objective of retaining customers and clients business; Organize ideas and communicate oral messages appropriate to listeners and situations; Follow up and make scheduled call backs to customers where necessary; Stay current with system information, changes and updates CONDITIONS Must be able to sit for long periods of time Position requires use of headset/microphone Willing to work in shifts