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Senior Technical Operations Specialist

Location Bengaluru, India
Posted 23-August-2021
Description
Respond, manage, and resolve customer queries and issues sent via a ticketing system
Talk clients through a series of actions (either via phone, email, or chat), until their queries and issues are resolved
Oversee and handle end-to-end experience of key customers including project management, resource assignment and timely delivery. Develop and implement strategies that will ensure a positive experience that exceeds the hotel and its guests expectations
Develop in depth understanding of all features of all Simplotel products and partner products that we sell, conduct training sessions for large clients to effectively leverage the use of these products
Create SOPs, manuals and document product knowledge in detailed steps
Follow defined steps to setup and configure our products, coordinating with both external partners as well as client stakeholders where necessary
Provide feedback and escalate unresolved issues to internal departments (e.g.: Software Developers, Customer Success/Account Managers)
Prioritize and manage several open issues simultaneously, operate & drive several projects internally. Perform quality checks on others work to improve quality


Skills required

BE/BCA or equivalent degree (preferably in computer science, or electronics & communications)
Excellent problem-solving and communication skills
Good understanding of computer systems, mobile devices and comfortable using software products
Basic understanding and knowledge of DNS (A, NS, MX records etc.)
Able to run basic SQL queries
Keen eye for detail, ability to implement and oversee strict quality control
Ability to sustain with dynamic processes and constant updates
Ability to provide step-by-step guidance, both written and verbal
Ability to design simple processes and procedures
3-4 years of experience in a client-facing role in a consultation/support function, and (preferably) 1 year in a lead position
Experience
Min 3 to 4 Years.

 
Awards & Accolades for MyTechLogy
Winner of
REDHERRING
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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