Partner Technical Specialist

For a leading BPO based out of Gurgaon

Objectives         

• The position will be responsible for being the point of escalation and technical support to the Inside Sales team to enable next level discussions with customers who have specific queries on business problems that need consultative support to make the right discussion
• The role will be responsible for Issue resolution which translates to revenue realization in the long run
• This role is being created to provide Inside Sales ( and field) with the specialized support for more meaningful discussions that go beyond a sales pitch
• The role is being created largely for support to the Corporate Account space while it may be relevant in the Breadth Premium space as well
• Enable  customers to be successful with Client products and services
• Drive customer loyalty through value-added service
• (too far fetched for realistic goals)

Role and Responsibilities           

• Map business requirements to Product Capability
• liaise with Regional teams
• Assist customers with solving technical queries that will support sales
• Explain detailed technical aspects/solutions to customers and partners
• Help customers identify their issues, needs and requirements
• Solve customer queries, set customer expectation appropriately
• Comply with company set procedures ( SLA)
• Support account’s specific programs
• Support ISR’s to discuss solutions with a customer relating to a business requirement
• Solve problem as a Second escalation point
• Drive higher level of awareness among IS team on technical areas to enhance knowledge
• Manage the entire process of PTS escalation start to end to drive business revenue
• Help in scaling up the CPE Score as well as repeat business.

Required Skill Set

• Probing skills High degree of knowledge of License/Services offerings, with a strong ability to communicate software solutions for the company

• Preferably worked on MS project
• Excellent communications skills, both written and verbal required
• Multi-tasking ability helpful
• Organizational, communication, negotiation, and problem solving skills
• Applicant must be able to work independently and as a team member.
• Should have excellent Domain Knowledge
• High technical competency in computers (hardware, software, network)
• Professional computer certification like BCA, BSC, MSDN (Computers) preferred.
• Aptitude to research and resolve challenging issues faced by customers
• Problem determination skill/ability to reason and deduct
• High stress tolerance
• Result oriented
• Professional work attitude
• Eager and able to learn new concepts
• Drive to solve technical problems
• He/ She should have Business Process Expertise
• Familiarity with issues & challenges related to Large/SME Businesses.
• Handling Large/ Premium Account Management experience preferred
• Experience and understanding of the IT industry preferred