Customer Support Executive

Key Responsibilities

• Provide expert technical support , resolving software and data-related issues via tickets, live chat, and phone.

• Own support cases end-to-end, ensuring timely updates, SLA compliance, and a positive customer experience (NPS-focused).

• Analyse data and troubleshoot application issues to identify solutions or effective workarounds.

• Act as a product and process subject matter expert within the support function.

• Review defect-related cases, raise problems, create DevOps records and knowledge articles, and manage customer expectations.

• Identify related open cases linked to known problems and update accordingly.

• Create, review, and maintain high-quality knowledge articles, ensuring accuracy and avoiding duplication.

• Proactively identify opportunities for case deflection through trend analysis, documentation, and product improvement suggestions.

• Escalate unresolved issues to extended teams where required.

• Maintain accurate case and customer records in support systems.

• Follow support procedures, quality standards, and contribute to continuous improvement initiatives.

• Collaborate with cross-functional teams and represent Support Services in meetings when required.

• Support team collaboration through knowledge sharing, mentoring, and active participation in meetings.

Essential Skills & Experience

• Strong written and verbal English, with the ability to pass the Common Communication Test (minimum 60/100).

• Experience delivering English-speaking, multi-channel customer support (tickets, live chat, phone).

• Technically curious, with confidence analysing issues and learning new systems.

• Self-motivated, well-organised, and able to manage competing priorities under pressure.

• Approachable team player who shares knowledge and supports others.

• Confident leading internal huddles, meetings, and customer discussions, with clear documentation.

• Positive, flexible attitude and ability to work effectively with cross-functional teams.

• It is a Full Time Customer Support / TeleCaller job for candidates with 2 - 6 years of experience.