Job Title: Customer Support Engineer - CRM (Application Product Support)
Experience: 2+ Years
Location:Remote (India)
Salary: Competitive as per industry standards
Work Timing: 01:00 PM to 10 PM IST
About Optimiser
Optimiser is a rapidly growing SaaS company offering innovative platforms including Optimiser CRM and Optimiser Touchpoint, designed to streamline operations, improve engagement and drive measurable results for businesses across industries. With a strong footprint in various industries, we pride ourselves on delivering highly configurable solutions tailored to each client’s needs.
About the Role
We're looking for a Support Engineer to serve as the primary point of contact for our CRM clients. You'll manage client relationships end-to-end — handling configurations, troubleshooting, reporting, and longterm success — while working cross-functionally to deliver timely, high-quality resolutions.
Key Responsibilities
- Collaborate with internal teams, such as sales and technical support, to gather client requirements, customize the CRM platform,
- Provide guidance and support to clients, addressing any questions, concerns, or technical issues.
- Actively engage with clients to understand their unique business needs and goals, identifying opportunities for further system optimization and enhancements
- Regularly communicate with clients to ensure their satisfaction, address any concerns, and provide ongoing
- Provide ongoing support to clients, assisting with system configurations, troubleshooting issues, and advising on best practices for CRM usage.
- Stay up-to-date with the latest CRM updates and releases
- Collaborate with clients to develop strategies for maximizing the value of the CRM software, aligning with their specific business objectives
- Proactively address client concerns or challenges, working closely with internal teams to provide timely resolutions and maintain high client satisfaction.
- Assist clients in generating and analyzing CRM reports and data, providing insights and recommendations to support their business decisions.
- Collaborate with the CRM team to gather client feedback, report system bugs or enhancement requests, and contribute to ongoing product improvement initiatives.
Requirements
- 2+ Year of Experience
- Bachelor's degree in engineering, or a related field (or equivalent experience).
- Strong interpersonal and communication skills, with the ability to effectively engage and build relationships with clients
- Excellent problem-solving and analytical abilities to understand client requirements and provide suitable solutions.
- Exceptional organizational skills and attention to detail, with the ability to manage multiple client accounts simultaneously.
- Proficient in providing technical support.
- Ability to work independently, prioritize tasks, and meet deadlines in a fast-paced environment. Experience in handling international clients
- Strong Command of both Hindi and English languages.
Benefits
- Opportunity to work in a fast-growing organisation with the ability to make an immediate impact
- Allow your inspirational ideas to come to life in a highly creative and executional environment
- Ability to work in an organisation that embraces diversity, inclusion, and belonging at its core
- The opportunity to challenge a high-performing organisation and leave each day knowing you have made an impact
Pay: Up to ₹800,000.00 per year
Benefits:
- Leave encashment
- Provident Fund
- Work from home
Application Question(s):
- How many years of experience do you have?
- What is your current CTC per annum?
- What is your expected CTC per annum?
- Work timings are 01:00 PM to 10 PM. Are you comfortable with it?
- What is your notice period? (in days)
- Please share your linkedin profile link
- Did you provide support for CRM application? Explain the modules you have worked on and name the crm application
- Please note that this is not a backend or DevOps role. It is a client facing role. Do you have experience in dealing with international clients via E-mail, Chat and Video Conferencing. Please elaborate as it is a mandatory requirement.
Language:
- English (Preferred)
- Hindi (Preferred)
Work Location: Remote
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