Dexian India Hiring for Technical Support Consultant at Patna, Bihar, India

Dexian is formerly known as Disys and it’s the fusion of DISYS and Signature Consultants. We are one of the leading services based MNC organizations, which started in 1994. We have been in Staffing, IT services and solution offering business for more than 25+ years. We are headquartered in McLean, Virginia. Our IND headquarters is in Chennai and also, we have offices in Pune, Mumbai, Noida and Bangalore..

Designation – Customer Support Executive

Reporting to – Associate Director

Location – Krishi Bhavan, Mithapur, Patna- 800001

Roles and Responsibilities

• Managing Customer support desk.
• Interacting with App users over phone, visits, emails, Zoom
• Understanding the issues raised by the users. Analyze and resolve incidents and service requests regarding use of application.
• Providing solutions to knowledge-based use. Documenting and raising tickets for features based issue.
• Ensure the tickets are closed or escalated as appropriate.
• Following up with the IT team till the closure of the issue and communicating the same to the concerned users on resolution.
• Provide effective and timely resolution for all voice and non-voice interactions (phone, email, self-service tickets, chats and voicemail) with end users.
• Document every incident and support request in the system and raise tickets.
• Effectively training the users on the App.

Training

• Training of users on how to navigate and use the App using Zoom or class room training
• Interacting with App users over phone, visits, emails, Zoom
• Accommodating users with no technical background and ensuring they learn to use the App by keeping a follow-up session with such users
• Designing training effectiveness tools (in form of questionnaire, collecting feedback from superiors, analyzing usage data)
• Maintaining training records and sharing periodic MIS on the same.
• Working closely with the Customer Support team to understand usage related issues that comes up and modifying training modules to minimize such issues.
• Coordinating with IT team to understand any new enhancement in the App, learning the same and including in the training modules.
• Traveling to districts, blocks, panchayats as required, to train users, gather information on usage and accordingly modify the training contents.
• Give users input to the IT team and Customer Support team as applicable.
• Preparing training calendar to cover all users in specific time for current and future releases.

Desired candidate Profile

• Qualification – Any Graduate, preferably B.E.
• Similar experience in customer support role for 2-3 years, preferably into software/mobile app handling non-technical userbase. Prior training experience will be added advantage
• Should have basic knowledge about computer/mobile. Should stay informed about ongoing issues/upgrades, changes in environment that are communicated via email and other channels regularly.
• Should be able to communicate with the users in Hindi and articulate the issue in English to explain / raise tickets to IT team.
• Work with an attitude of achieving customer delight.
• Willing to relocate to other places within India