Trekea Mobile | Customer Support Specialist | chennai

Job Description

Role – CUSTOMER SUPPORT SPECIALIST (CONTRACT)
Mode – Contractual
Location – Tele Working or Work from Home
No. of positions : 2

About the Company
We design and market “FieldLogs,” an open Cloud, Mobile and Wearable platform used to digitize a wide set of enterprise technician-driven processes (Aviation, Oil&Gas, Asset Management, etc.). We are an SME based in Paris, France, India (Virtual) and Minneapolis, USA with mostly large international clients.

Our high-tech innovation in modern technologies is what makes us win. We are experiencing rapid growth internationally (USA, Europe & IN). See us at www.fieldlogs.com.

To help support our drive customer success and assist our customer base in the best way possible, we are starting to develop a dedicated support team. This position will require someone who is both technical but also able to interact with non-technical users. It is both proactive and reactive in its nature. This position is a hands-on technical role that comes with working with an innovative team and a strong focus on goal achievement.

Your Profile
You enjoy the challenge of being exposed to different situations, company cultures, aviation domains, and technologies you must master quickly. You will leverage your drive, analytical intellect, professional skills to help our customers implement our solutions, and to help us drive our innovations. You show discernment, attention to details, and want to evolve quickly.

Your main responsibilities
Respond to customer queries in a timely and accurate way, mostly via our dedicated Support platform
Accurately determine the criticality of customer issues based on customer communication, project progress and other factors
Understand and enforce customer Service Level Agreements (SLA)
Report against Customer SLA as necessary
Enforce a strict governance process for Priority 1 (P1) issues
Assist with kickstarting a Knowledge Base (KB) to ease Support for most common issues
Analyze and report product malfunctions to the Development team
Share feature requests and effective workarounds with team members
Inform customers about new features and functionalities
Follow up with customers to ensure their technical issues are resolved
Assist in training junior Customer Support Representatives

Your qualifications
Bachelor’s in information systems, Engineering, Computer Science or similar degree.
Previous experience as a Support Specialist a strong plus
Experience using help desk software and remote support tools
Excellent communication and problem-solving skills
Multi-tasking abilities
Exposure to software design and development lifecycles
An ability to work well under pressure
Excellent interpersonal and external communication skills with very good level of proficiency in spoken and written English.

We offer a competitive compensation package depending on your profile. You will have a unique opportunity of being part of a young and fast-growing team where you can make your mark. This may include taking over and growing our service delivery for a marquee customer depending on your experience, skills, and drive. Compensation to be commensurate to your experience.