Customer Care Representatives | Kolkata, India

Post-Sales Engagement

Become familiar with your newly assigned account through syncing up with the Program Manager to review the Teamwork Project Intake documents.
Be prepared to be introduced to the client as their Customer Care Consultant around the 80% staging completion mark to begin attending client meetings and build rapport.

Receive all inbound portal support questions and strive to solve on first touch.
Advise partner with best practices tools and methodologies.
If unable to resolve create and assign to correct engineering teams a Teamwork Bug/Issue task from either partners or the actual client (OEM)
Properly tag and mark each task against billable/non-billable protocol.
Work with engineering team members to complete request within the standard SLA deliverables.
Learn which cross-functional teams works on what types of issues.
Track daily outstanding Teamwork tasks to achieve task completion within established ticket SLAs.
Keep PM on copy of anything that has escalation possibilities.
Bring in PM for any new staging requirement and assign the task over to them.
Run weekly production interlocks with clients as well as ZINFI internal team members.
Run regularly scheduled client meetings to address production outstanding Bug/Issues tickets.
Keep PMs on copy of any updates or concerns.
Successfully complete ZINFI HOL – Academy 2.0 training.
Develop weekly UCM business acumen and actual Administrator skills to earn SME status.

You will act as the Vendor-clients dedicated concierge resource and reach out to a list of partners to set up onboarding and 1:1 training session where you step them through the marketing tools choice of campaigns using ZOOM/MS TEAMS conferencing tools.

Offer guidance and best practices to partners to choose the most suitable marketing campaigns based on their internal business objectives and marketing plan.
Follow up with best practice discussion around the 5 tactics that can be used (Search and Social, Web Syndication, and Email campaigns, and set up additional campaign executions

Minimum of three-year customer support or business development & client-facing experience where clients are based out of US/EMEA.
Experienced in working with multiple groups and cross-function teams.
Advanced knowledge of Word, Excel, and PowerPoint
Collaboration tool savvy (MS Teams, ZOOM, etc.,)
Should be an excellent communicator and able to work with a highly distributed team.
Knowledge about digital marketing like email marketing, social marketing, web syndication, webinars, etc.

Demonstrated ability to present clearly to client stakeholder.
Ability to capture reported Bug/Issue and create tasks for Software with adequate details.
Excellent diagnostic and analytical skills to assess project-related risks ahead of time, analyze and mitigate the risks.

Optional: Two to three years (2-3) years of hands-on configuration experiences and/or certifications with Salesforce.com, HubSpot, Microsoft desired.

Master’s / Bachelors or equivalent degree, preferably in Computer Science or associated technical field.
Diploma/Certifications in Computer Software (any language/tools).

Highly competitive salary, excellent benefits, career growth and a positive work environment.

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