Primary Responsibilities:

Diagnose and troubleshoot technical queries Incidents/requests, and provide necessary assistance within the time frame
Prepare technical documentation (SRS/Call report/prototypes etc) and freeze the requirements/changes.
Handle customer's technical queries through various available communication channels such as phone, email & CRM, and timely follow-up to ensure resolution
Prioritize and manage client queries
Collaborate with the Internal team (Development, Sales, Relation/admin) to address client needs.
Onsite / Online ERP Implementation
Providing software training to the clients.
The individual is expected to lead the implementation life cycle, starting with ERP/CRM Kick-off, Business Requirement Gathering, Solution and Designing, User Acceptance Testing and Project Hand-Off.
Proposing simple and effective solutions.
Attending customer meetings and communicating with the customer to understand their use case/requirements.
Prioritize the work to meet the implementation deadline.
Maintain healthy relationships with clients
Driving project implementations through both project, business & technical skills as applicable.
Identify and Own Project roadblocks, conduct and coordinate for solution sessions to remove project hurdles, within the project schedule.
Ensuring customer satisfaction and managing customer escalation within minimal disruption.
Need to travel for ERP/CRM implementation.
Verifying the utilization status and helping client with maximum utilization of the modules
Onsite visit/ Online training as per the client's need.
Update record of customer interaction on a timely basis.

Skills Required:

Excellent problem-solving and communication skills (Written/verbal)
Ability to Learn, Teamwork and Self-development Skills.
Good understanding of computer systems, mobile devices and other tech products.
Strong troubleshooting, diagnostic and analytical skills for problem-solving.
Hands-on knowledge of Microsoft Excel and Microsoft Word
Excellent client-handling skills
Good interpersonal skills.
Sound understanding of a typical project lifecycle
Good presentation and communication skills
Expert in project documentation
Pragmatic and team player with an attention to detail.
Organized approach manages and adapts priorities according to client and internal requirements.

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