We are looking for a skilled candidate for the position of “Technical Support & Sales Executive for SAAS”. The applicant must have excellent interpersonal skills and in-depth knowledge of SaaS software products. Also, he/she should later troubleshoot and resolve technical issues that arise on the user’s end.
The candidate will talk to the customers directly and create well-structured documentation of the problem if required. This part of the job requires excellent written and verbal communication skills.
Responsibilities:
- Ability to understand, learn and then identify software issues within the system.
- Able to extract the main problem from the queries and complaints of customers.
- Hold conversations with clients via phone, live chat, or email until the problem is resolved.
- Promptly report any unresolved problems to concerned teams, e.g., software developers.
- Follow up with customers to ensure their problems do not occur again and that the fix is permanent.
- Document technical knowledge in tools provided by the company.
- Probe and discover the needs of the customer and recommend the appropriate products using features and benefits.
- Provide customers with a positive sales and service experience.
Skills Required: Technical Skills:
- A Bachelor’s degree in IT with 4 years of education will be preferred or at least 14 years of education with an IT Certification.
- Prior experience as a technical support Executive.
- Good understanding of computer systems and ability to guide another person through them.
- Familiarity with remote desktop applications like Anydesk and Teamviewer.
- Certification in Microsoft, Linux, Cisco, or similar technologies is a bonus.
Soft Skills:
- Strong communication skills
- Patience
- People person
- Attention to detail and problem-solving skills
- Ability to communicate troubleshooting steps in layman’s terms (to the customer)
- Team player
- Problem solver
- Self-Motivating
- Dedicated and consistent
- Quick learner
