Job Summary
Eagerly seeking a new Software Support Specialist to join our growing team. In this role, You will work directly with our clients to provide customer service, technical assistance and troubleshooting support on the usage of our award-winning event management software products. If you are tapped into the thought process of an Event Planner and have a passion for easing their pain through providing amazing service, You'll love growing with us!
Responsibilities
• Provide client support and technical issue resolution for incoming requests via E-Mail, phone, on-line chat function and client support system.
• Provide guidance and support on configuration of client's registration, micro sites, surveys etc.
• Troubleshoot issues within system to determine the source
• Provide training to clients in the use of system and system updates
• Fully document trouble tickets for response to client or escalation to Tier III.
• Work across departments to understand and diagnose the impact across clients.
• Attend customer meetings provide updates on tickets and or issues resolution
• Occasional travel to client site or “events” to support products
• Update training and support materials as required
• Create videos for support systems that will be used by our clients for self-service support
• Work with Technology and Product Management department to develop and incorporate client solutions.
• Additional project and ad hoc assignments
Requirements
• Bachelor’s degree or equivalent combination of education and experience.
• 3+ years’ experience in a software environment handling incoming client requests
• Experience in the events and meetings industry - HUGE PLUS
• Able to promptly answer support related email, phone calls and online chats.
• Proficient in Internet related applications such as E-Mail clients, FTP clients and Web Browsers.
• Ability to calculate figures and amounts such as discounts, percentages.
• Knowledge of Contact Management systems; Database software; Internet software, Word Processing software and email, a good understanding of HTML desired
About Aumni Techworks
Established in 2016, Aumni Techworks partners with its multinational clients to incubate and operate remote teams in India using the AumniBOT model. With a team of 250 and growing, our mission is to provide a quality alternative to project-based outsourcing.
Benefits of working at Aumni Techworks:
• Work within a product team on cutting edge tech with one of the best pay packages.
• No politics, no bench, voice your opinion, flat hierarchy, and global exposure
• Work environment to re-live our fun college days (awarded as Best culture by Pune Mirror)
• Recharge frequently with Friday socials, dance classes, theme parties and monsoon picnic.
• Breakout spaces at the office – Gym, Pool, TT, Foosball and Carrom
• Health focused – Insurance coverage and get in shape with AumniFit (Do not miss our 4 PM plank!)