Job Description

eProductivity Software (ePS) is a leading global provider of industry-specific business and production software technology for the packaging and print industries. eProductivity's integrated and automated software offerings and point solutions are designed to enable revenue growth and drive operating and production efficiencies. With several offices worldwide, including in Bangalore, and over thirty-years dedicated to delivering best-in-class technology to the packaging and printing industries, it is our deeply held philosophy that eProductivity Software succeeds when our customers thrive. For more information, visit us at www.epssw.com .




Position Overview:



We are hiring for a Technical Customer Support Specialist, who will work with customers and other team members in handling incoming technical issues from ePS customers around the world. Providing personal, timely and exceptional support is key to maintaining and enhancing a positive relationship with our ePS clients.





As a Technical Customer Support Specialist, your key responsibility is delivering specialized solutions to critical support issues on EPS's Productivity Software; providing an exceptional, proactive customer experience, with a personal approach; maintaining and enhancing the relationship between the Customer Support Team and EPS's clients and, delegating a specific set of tasks as required to provide the most efficient, effective and timely solution possible. CSA member is empowered to define adequate means to address customer situations like adequate system and resources allocations. CSA members are expected to work with customers in identifying operational and business weaknesses and guide both EPS and the customer towards the right solution enabling high customer satisfaction while supporting EPS business.



The role also involves, knowing when to escalate to more experienced resources and collaborate with R&D to help resolve customer issues. Timely follow up and complete end to end ownership is the backbone of this role.




Primary Responsibilities


• Provide support to customers via email, chat and telephone following documented trouble-shooting instructions or with instruction from SME's and/ or knowledge base.
• Review case priority; maintain strict adherence to priority-based SLA requirements.
• Collaborate with global teams and/ or R&D teams when necessary. Escalate or re-route cases as required after thorough investigation, by maintaining SLA factors.
• Timely closure of cases, capturing all relevant resolution details accurately
• Empowered to allocate resources, systems, and SW solutions in support of customers issues resolution.
• Provide regular updates to customers in order to maintain an ongoing relationship, provide statistical and progress information, and generating and sending Outreach Reports.
• Provide required support pertaining to Software installation and upgrades.
• Submit new solutions in ePS's knowledge base with proper documentation and possible addition to knowledge base.
• Confer with clients to conduct IIS and SSL diagnostics to investigate and resolve website problems on Windows Application servers.
• Assist customers with creating database backup and migration using SQL server management studio. Writing and Executing a script to solve the DB related issues.
• Other support tasks as determined by Team Lead and/ or Global Functional Manager.




Education

Graduate, preferably BE in Printing or equivalent.




Experience Requirements

• Bachelor's degree with 5+ years of Customer Service experience in SaaS
• Excellent English verbal/written communication skills & Must be comfortable talking directly to clients.
+ Ability to clearly document.
+ Confident, articulate, and professional speaking
+ Data Entry skills such as word-per-minute
• Excellent organizational and interpersonal skills.
• Self-starter with ability to work alone and as part of a team.
• Ability to work in a fast-paced, ever-changing environment, juggling multiple tasks at one time.
• Computer Science degree, or related technical discipline a plus.
• IIS Websites management a plus.
• Knowledge of SQL server and Windows troubleshooting
• Willing to work in shifts
• Knowledge of SalesForce.com CRM or other call tracking systems a plus
• Spoken French & German languages will be a plus.




•At ePS, we are a global team that solves unique business challenges for our customers worldwide. We believe in and are committed to fostering an inclusive workplace where our rich diversity fuels continuous innovation and success, valuing everyone's expertise and unique perspective. Our commitment to our customers and to an inclusive culture will be evidenced through our actions, outcomes, and the quality of our products and services.•




•ePS - Empowering Packaging & Print Industries! •