JOB DESCRIPTION

Reporting line: Project Manager

Role: Back end Support 24*7

Work Experience: 2 to 5 years

Educational Qualifications: B.Tech/B.E./ BE, MCS, MCA, MSc, CDAC (specialization in IT/
Computers preferred.)

Job Description:
 Team handling of support function
 Stay updated with product & services information, changes and updates
 Interact with client to provide response to inquiries, concerns, and requests
about AccelTree products and services
 Know all requisite information about ASPL’s products & services
 Follow standard processes and procedures
JOB RESPONSIBILITIES:

 Be in regular contact with client, to understand customer satisfaction on regular

basis, conduct CSAT once a quarter to document feedback from customer.
 Identify and escalate priority issues per Client to delivery
 Understand client’s new requirements and pass them to Delivery Head to take it
further and have repeat business from existing ASPL customers.

 Technical support(L2 & L3) for client’s issues regarding our products.
 Understand & allocate support resources

 Follow up and make scheduled call backs to client where necessary

Desired Exposure:
 Strong spoken and written English communication skills
 Excellent interpersonal skills/ sales skills is added advantage
 Have to have a strong business sense.
 Knowledge of relevant software computer applications and equipment
 Hands on customer service principles and practices experience
 Effective listening skills
 Willingness to co-operate with others and work to the greater good
 Excellent Problem Solving and ability to multitasking
 At least 1+ year experience in the back end.
 Proven experience of implementing enterprise quality software, will be an added
advantage.