Job Description

• Respond to customer enquiries through email and telephone.
• Input customer interactions in SalesForce.com CRM application.
• Oversee and follow-up on open customer issues.
• Develop customer relationships through professional, dependable and accurate interactions.
• Deliver company products and licenses to customers.
• Reply to customer mission critical issues outside business hours.
• Travel to customer sites for high profile issue resolution.
• Present training modules to customers.
• Record and manage best practice resolutions for company’s self service knowledge base.
• Escalate issues as per Service Level Agreement.
• Extend technical support on software for internal and external clients.
• Inform client functionality requests or software change requests to development team.
• Manage resolution paths’ knowledge base and known issues.
• Offer proactive communication to clients, account managers and project managers.
• Supervise Technical Support forum and website.

Required Skills or Experience

​Technical Skills:

• Installation and configuration of windows server systems
• Basic knowledge of SQL Server database ( Installation and configuration)
• Remote support 
• Strong Command of the English Language
• Active Listening
• Oral Communication
• Confidence Delivering Training Sessions
• Interpersonal Skills
• Customer service
• Provide Product Knowledge
• Guidance
• Support to Internal Teams

IT persons who have worked or working in the hotel industry have an added advantage.