ïƒ Diagnose and solve the problem or in case adjustments must be made (incl. development, testing and deployment), give status updates to the customer, follow up & close the incident.
ïƒ Assure a professional and successful service delivery approach towards the customer.
ïƒ Provide input, advice and training to key-users and colleagues
ïƒ Creating user manuals and other ancillary documents
ïƒ Planning the training and standardization of service delivery.
ïƒ Possessing excellent product knowledge to enhance customer support.
ïƒ Monitors the customer service help desk and responds to all customer queries. Provides direct customer phone support for issues relating to product, and other related account management activities.
ïƒ Calls existing customers to determine training needs, and to answer questions.
ïƒ Maintains up-to-date awareness of Tax Technology products and industry trends.
ïƒ Elicits and gathers client feedback in products and conveys information to BA Team / Dev Team / Sales Team.
ïƒ Develops a consultative approach and adds value to customers and prospects through knowledge and expertise.
ïƒ Works with current clients in assigned territory to ensure a high-level of customer satisfaction; keeps customers informed about available product features, enhancements and new products launches.