Job Description:
? Customer Support: Respond promptly to customer inquiries through various channels, including phone, email, and chat, regarding Tally Prime functionalities, technical issues, and general queries. ? Troubleshooting: Diagnose and resolve customer issues related to Tally Prime, including software installations, configuration, data management, and troubleshooting errors. ? Remote Assistance: Provide remote support to customers, guiding them step-by-step to resolve issues and ensure their software is functioning optimally. ? Knowledge Base: Contribute to building and updating the knowledge base and FAQs to enable self-help for customers and enhance support efficiency. ? Escalation Management: Escalate complex issues to higher-level support or development teams, ensuring timely and effective resolution. ? Customer Training: Offer basic product training to customers to help them effectively use Tally Prime and leverage its full potential. ? Bug Reporting: Identify and document software bugs, forward them to the development team, and follow up on issue resolutions. ? Customer Feedback: Gather feedback from customers, understand their pain points, and advocate for improvements in the product and support process. ? Documentation: Maintain comprehensive and accurate records of customer interactions, technical solutions, and resolutions in the ticketing system. ? Continuous Learning: Stay updated with Tally Prime updates, new features, and industry trends to provide the best support experience to customers.