Field Assist- Tech Support Executive

Designation/Role : Tech Support Executive

Experience - 1+ Years

Office Location: Gurgaon

5 Days, WFO

Technical Support Executive

We are looking to hire a Technical Support Executive to help coordinate and execute technical interfaces
between FieldAssist and its Partners. You will be responsible for managing our clients in resolving
technical and application-related inquiries regarding FieldAssist software products. In assessing and
improving support processes and metrics, including team performance and customer satisfaction, you will
work to ensure that to deliver world-class technical and application support to FieldAssist dynamic and
growing customer base.

Responsibilities
Working with Partners to support, train, integrate and execute their solution through FieldAssist APIs and maintain SLA’s
Quality Assurance to assure APIs meet the needs of those Partners.
Improve and enhance documentation based on best practices and what you see in the field.
Training and development of the Technical Support team particularly in developing customer
service, time management, and problem-solving skills ensuring world-class support for FieldAssist customers.
Effectively servicing client management escalations in line with accepted best practices and processes, collaborating with other departments on necessary nextsteps
Developing, measuring and managing customer support metrics such as quality of service, close rates, response times, and teamwork
Communicate and develop relationships with the Engineering and Technical Operations teams to prioritize and address high priority technical issues
Identifying, managing and executing Technical Support strategic projects and initiatives.

Who we're looking for:
B.tech with 0-2 years of work experience.
Good Command on SQL Queries.
Experience in managing the ticketing platforms like Freshdesk, Zendesk, etc.
Experience in DevOps is a plus. You have demonstrated the ability to lead a team in a highly demanding, fast-paced environment.
You are an effective communicator with the ability to manage and implement change in a dynamic environment.

You have the ability to empathize with customers and convey confidence, displaying have superb listening skills and verbal and written communication skills.
You have demonstrated expertise in improving and managing Technical Support processes and
methodologies.

Know your leaders

Paramdeep Singh Anand is the CEO of FieldAssist. At 21 years old, he found success as the founder of a manufacturing business, Param Health Foods in 2014. A few years later, Param decided to ride the next growth wave, moving from his entrepreneurial venture in the FMCG business to the technology industry as the CEO of FieldAssist.

Customer Success at FieldAssist is one of the largest teams headed by Chitransh Jain, an IIT graduate who first started his journey with Tata Consulting Engineers and became a part of the FA Family in 2017. He drives exceptional customer experience and firmly believes that customers play an important role in enhancing the quality of the product. He is ably supported by his team members who help the customers get the maximum output from the product thus leading to their business growth .

About FieldAssist

Founded in 2014, FieldAssist is a new-age B2B SaaS organization that solves FMCG/CPG problems with technology solutions. We facilitate over 500 companies and 60,000 field sales professionals every day, making a positive difference to the lives of small Kirana stores, their customers, and their bottom lines. Today, FieldAssist has a whole host of products that offer end-to-end automation of the sales supply chain of our clients. Premier brands like Bisleri, Eureka Forbes, Philips, Everest Spices trust us as their technology and growth partner.Our YoY growth has been 70-80% and the growth trajectory continues

• Website: https://www.fieldassist.in/careers/
• LinkedIn: https://www.glassdoor.co.in/Overview/Working-at-FieldAssistEI_IE530867.11,22.htm

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Last updated on Jul 12, 2023