Job Opening for CRM Support Associate (Technical) (Job Code RT 1469)

Job Title: CRM Support Associate (Technical)
Location: Pune
Job Type: Full-Time
Experience Required: Freshers

Job Overview:

As a CRM Service and Operations Support Associate with a technical background, you will be
responsible for managing customer service tickets, ensuring seamless operations in technical support,
and maintaining efficient workflows in the CRM system. This role involves creating, distributing, and
tracking various types of service tickets while ensuring that customer service processes and operational
workflows are aligned with business goals. Your technical expertise will support customers with inquiries
related to robotics systems and help maintain a high level of service delivery.

Key Responsibilities:

● Ticket Management & Distribution:
○ Create and maintain service tickets in the CRM system (such as Salesforce, Zendesk, or
a proprietary system) for technical issues, requests, and incidents.
○ Monitor the ticketing system to ensure all requests are documented accurately and
resolved in a timely manner.
○ Distribute tickets to the appropriate teams based on the complexity, type, and priority of
the issue (e.g., Level 1, 2, or 3 support).
○ Track ticket lifecycle, ensuring proper documentation and closure upon resolution.
○ Set escalation processes for unresolved or critical tickets, coordinating with senior
technical teams when necessary.
● Process and Workflow Management:
○ Develop, implement, and optimize CRM workflows to enhance service efficiency,
ensuring consistent communication and task management.
○ Ensure adherence to established service level agreements (SLAs) and response time
targets.
○ Regularly audit CRM processes, identifying bottlenecks and areas for improvement in
ticket resolution and customer satisfaction.
○ Maintain standard operating procedures (SOPs) for customer service and technical
support workflows, keeping documentation up to date.

● Customer Relationship Management:
○ Leverage CRM data to track customer interactions, monitor product performance, and
identify recurring issues.
○ Collaborate with sales, product, and engineering teams to share customer insights and
feedback.
○ Contribute to post-issue follow-ups to ensure customers are satisfied with resolutions and
prevent repeat issues.
● Reporting and Analytics:
○ Generate reports on ticket trends, response times, resolution rates, and other key
performance metrics.
○ Analyse data to identify common issues and recommend process or product
improvements.

○ Support the development of knowledge bases or FAQ sections based on ticket history
and technical inquiries.

Qualifications:
● Bachelor’s degree in engineering, Computer Science, Information Systems, or a related technical
field. Preferred MBA candidates.
● Proven experience with CRM systems and ticketing tools (e.g., Salesforce, Zoho, Zendesk).
● Technical background in robotics, automation, or a related industry.
● Experience managing service tickets and technical workflows in a customer-facing environment.

Skills:
● Strong organizational and time management skills to manage and prioritize multiple tickets.
● Excellent problem-solving and analytical abilities to troubleshoot technical issues.
● Effective communication skills to interact with both technical and non-technical customers.
● Proficiency in CRM systems, ticketing platforms, and basic data analysis tools.
● Ability to collaborate effectively with cross-functional teams (service, engineering, sales).
● Knowledge of robotics systems or experience in a technical support environment is highly
desirable.

Key Performance Indicators (KPIs):
● Ticket resolution time and first response time.
● SLA adherence rates.
● Customer satisfaction (CSAT) score.
● Number of escalations and unresolved tickets.
● Workflow efficiency and process improvements implemented.

Male/Female -Female Preferred.
Timings – 9 AM to 7 PM
Interview walk-in slot: Online