Job Purpose
The primary job role is to handle Customer projects and provide all levels of service to the customers. We are
looking for highly talented and motivated personnel with a genuine passion for Customer Support.
Responsibilities
Customer Project Management
• Ensuring that the order has all the required information and can be fulfilled in the specified timeframe.
• Completing the Discovery phase.
• Coordinating with the customers and the internal teams to complete the project in a timely manner.
• Creating Project Plans and sending regular reports to the customers.
Customer Service
• Receiving calls (whenever requested) and resolving cases escalated by the customers as well as resolving cases escalated by First Level Support.
• Ensuring we provide solution within an optimal time frame.
• Logging all activities against the customer account/cases.
• Ensuring service is paid for.
• Documenting problem and resolution using Knowledgebase Articles for quick reference/response in future.
• Creating/Modifying Crystal reports.
Training
• Planning, packaging and delivering trainings for customers remotely or onsite.
• Get the customer acclimatised with the workings of Windowmaker (using trials and demos with programs and data on the Terminal Server).
• Preparing presentations and videos for the complex options.
Management
• Regular (daily/weekly) reports to the management.
Skills
• IT Background
• Analytical/technical bent of mind
To apply for this job email your details to hr@windowmaker.com.
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