The Economist

Returning Candidate?

Technical Support Executive

Technical Support Executive

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

More information about this job

Introduction

EcoLogo2013Web

 

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 performing initial client issue diagnoses, addressing routine client requests and collaborating with the technical team on more complex matters.

 

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:

  • University degree or equivalent
  • Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment
  • Ability to determine customer needs and provide appropriate solutions
  • A sound understanding of Salesforce (CRM), Microsoft Outlook, Microsoft Word and Internet Explorer
  • Excellent typing and English grammar skills
  • The ability to participate in and contribute to group discussions and team meetings confidently
  • Ability to empathize with and prioritize customer needs
  • Ability to maintain regular and reliable attendance, including the daily schedule as assigned
  • Ability to develop creative solutions to solve customer problems 
  • Ability to multi-task and prioritize according to business requirements 
  • Knowledge in MS Office, Salesforce.com

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