Customer Support Executive

Job Title: Support Executive

Department: Customer Support / Customer Success
Location: Mumbai (Malad) – Onsite

About the Company

VibeCopilot.ai is a fast-growing IT SaaS company providing innovative software solutions to businesses worldwide. Our mission is to deliver seamless user experiences and exceptional customer support through cutting-edge technology and human-centric service.

Job Summary

We are looking for a proactive and customer-focused Support Executive to assist clients in effectively using our SaaS products. This role involves handling customer queries, troubleshooting issues remotely, and visiting client sites to provide on-ground support, training, and issue resolution.

Key Responsibilities

·       Respond to customer queries via email, chat, and calls in a timely manner

·       Troubleshoot software/product-related issues and provide effective solutions

·       Escalate complex technical issues to internal teams when required

·       Maintain records of customer interactions and resolutions in CRM/helpdesk tools

·       Assist in onboarding and training new customers

·       Monitor support tickets and ensure SLA compliance

·       Conduct on-site visits to client locations for:

o   Product implementation support

o   User training and demos

o   Troubleshooting and issue resolution

·       Build strong relationships with clients through both remote and in-person interactions

·       Gather customer feedback and share insights with internal teams

·       Create and update help guides, FAQs, and documentation

Required Skills & Qualifications

·       Bachelor’s degree in any discipline (IT preferred)

·       6 months to 2 years of experience in customer support (SaaS/IT preferred)

·       Strong communication and interpersonal skills

·       Basic technical understanding of software/web applications

·       Problem-solving mindset with attention to detail

·       Willingness to travel for client site visits

·       Ability to manage multiple tasks and prioritize effectively

·       Fluency in English (mandatory); Hindi & Marathi preferred

Preferred Qualifications

·       Familiarity with CRM systems

·       Prior experience in client-facing or field support roles

·       Understanding of SaaS workflows and tools

Key Competencies

·       Customer-centric approach

·       Adaptability and flexibility

·       Time management

·       Strong coordination skills

·       Professionalism during client interactions

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 3 years of experience.