Knowcross - Global Support Associate - Ticketing System (0-4 Yrs) Delhi/Gurgaon/Gurugram (Others)

PFA some details about the organization and the position : Knowcross is a global leader in providing software and technology intelligence to the hospitality operations industry. Our platform offers hotels a suite of software applications that boost efficiency and enhance guest service, directly impacting the bottom-line.
-These applications are fully customizable, multilingual, cloud based and are offered as both stand-alone and bundled packages. The platform is also interfaced to a number of leading PMS systems, in-room control systems, messaging gateways and fire alarm system - Our product suite includes six software applications - KNOW Service, KNOW Housekeeping, KNOW Glitch, KNOW Mobile, KNOW Inspection and KNOW Maintenance. Here is a brief JD : As a Customer Support Associate youll be a problem solver, a coach and sometimes just a really good listener. And youll do all this with a smile on your face because at Knowcross we succeed when our customers succeed. You will : - Troubleshoot tier 1 and/or tier 2 support requests via phone and web-based ticketing system - Use knowledge of web-based applications and networking to troubleshoot and resolve client issues - Perform tests to isolate the source of issues - Escalate issues to the Technical team when necessary - Liaise with all related teams and departments to ensure customer satisfaction and deliver the Knowcross promise - Verify technical fixes from the Technical team - Use remote desktop sharing application to assist end users and resolve issues - Provide efficient and timely support to customers across geographies - Adhere to processes defined for case logging via Salesforce or other tools as mandated - Proactively conduct account reviews of select customers on a regular basis to review service needs and usage

Required Skills : English