Technical Support Executive

Key Responsibilities:

• Product Training:
• Conduct product training sessions for clients to ensure they have a thorough understanding of our cloud-based accounting software.
• Customize training sessions based on clients' specific needs and business requirements.
• Provide hands-on training and guidance on using various features and functionalities of the software.
• Customer Support:
• Serve as the primary point of contact for client inquiries, issues, and technical support requests.
• Respond promptly to customer queries via phone, email, or chat, providing accurate and helpful assistance.
• Troubleshoot technical issues and provide solutions or escalate to the appropriate team for resolution.
• Documentation and Knowledge Base:
• Create and maintain training materials, user manuals, and knowledge base articles to assist clients in using the software effectively.
• Document customer interactions, issues, and resolutions for reference and continuous improvement.
• Feedback and Improvement:
• Gather feedback from clients regarding training sessions and support services.
• Identify areas for improvement in the software or training materials based on client feedback and suggest enhancements to the product development team.
• Client Engagement:
• Build and maintain strong relationships with clients, understanding their unique needs and challenges.
• Proactively engage with clients to ensure their satisfaction and success with the software.

Qualifications:

• Bachelor’s degree in Business, Information Technology, or a related field.
• Previous experience in customer support, training, or a similar role is preferred.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency in using CRM software and Microsoft Office applications.
• Ability to explain technical concepts in a clear and understandable manner.
• Patient and empathetic approach to customer interactions.
• Ability to work independently and collaboratively within a team.