Customer Support Executive

Job Summary

We are seeking a proactive and customer-focused Customer Support Executive to provide exceptional technical and non-technical support to our clients. The ideal candidate will resolve customer queries, troubleshoot software-related issues, ensure customer satisfaction, and maintain long-term customer relationships. This role requires excellent communication skills, problem-solving abilities, and a strong understanding of software products and customer service practices.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, and ticketing systems.

• Provide first-level technical support for software applications and IT products.

• Diagnose, troubleshoot, and resolve customer issues promptly.

• Escalate complex technical issues to the appropriate technical teams.

• Maintain accurate records of customer interactions, issues, and resolutions in the CRM/helpdesk system.

• Guide customers through product installation, configuration, and usage.

• Follow up with customers to ensure issues have been resolved satisfactorily.

• Collaborate with development, QA, and product teams to report recurring issues and suggest improvements.

• Prepare and maintain knowledge base articles, FAQs, and user documentation.

• Meet service-level agreements (SLAs) and customer satisfaction (CSAT) targets.

• Stay updated with product features, software updates, and industry trends.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.

• 0–3 years of experience in customer support, technical support, or IT helpdesk (freshers with good communication skills may also apply).

• Basic understanding of software applications, operating systems, networking, and databases.

• Familiarity with CRM or helpdesk tools (e.g., Zendesk, Freshdesk, Salesforce, Jira Service Management) is an advantage.

• Excellent verbal and written communication skills.

• Strong analytical and problem-solving abilities.

• Ability to work in rotational shifts if required.

Required Skills

• Customer service orientation

• Technical troubleshooting

• Communication and interpersonal skills

• Time management

• Active listening

• Multitasking

• Documentation skills

• Team collaboration

• Conflict resolution

• Attention to detail

Preferred Skills

• Knowledge of SaaS products and cloud-based applications.

• Experience with ticketing systems and remote support tools.

• It is a Full Time Field Sales job for candidates with 6 months - 2 years of experience.