The Economist

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Technical Support Executive

Technical Support Executive

ID 
2018-4459
Job Locations 
India-Gurgaon
Function 
Customer Service/Support

More information about this job

Introduction

The Economist Group logo

 

The Economist is a leading source of analysis on international business and world affairs. We deliver our information through a range of formats, from newspapers and magazines to conferences and electronic services. What ties us together is the objectivity of our opinion, the originality of our insight and our advocacy of economic and political freedom around the world.

 

The Economist India currently has an opportunity for a Technical Support Executive in our Gurgaon office. In this vital role you will be responsible for Customers’ technical requests fulfilment within defined service level agreement in coordination with Product owner. You will be responsible to trouble shoot, update, HTML, CSS and Java script etc. to resolve issues for end customers.

 

Chosen candidates will be provided with in-house product training for the online products you will support.

 

The role will be based on local hours with some flexibility required to cover day-to-day contact with individuals in the United States.

 

Accountabilities

In this role you would be expected to:

  • Maintain first class administration on all client accounts
  • Provide product support including but not limited to HTML, CSS code and other subscription maintenance
  • Master CQ products and provide quality customer support
  • Support client hotline and live chat features during assigned times
  • Liaise with Account Management and Customer Education Teams
  • Provide forecasts and reports to management
  • Achieve required objectives within management assigned time-frames
  • Act as a trustworthy and reliable Economist Group brand ambassador
  • Process renewal paperwork

Experience, skills and professional attributes

To succeed in this role you must have:

 

  • Work experience with US based client in past
  • Hands on experience on CSS and HTML of 3-4 years on papers
  • Ability to trouble shoot, update HTML, CSS and Java script  to resolve the issues for end customers
  • BTech/BCA/Computer Science degree
  • Excellent verbal and communication skill
  • Ability to serve and support external and internal customers through multiple channels – emails, phone, Google Hangout video calls, Slack (Internal communication channel)
  • Ability to understand customer request and provide resolution within defined turn around time (TAT)
  • Ability to empathize, determine customer needs, develop creative solutions to solve customer problems 
  • Ability to prioritize and multi-task according to business requirements 
  • Should be able to coordinate with onshore and offshore teams basis business needs
  • Should have understanding of (CRM) Tools like Salesforce
  • US back office experience 

 

To succeed in the role you must demonstrate:

  • Strong organizational, administrative and time management skills
  • Analytical problem solving skills
  • Excellent attention to detail
  • The ability to take initiative