కస్టమర్ సపోర్ట్ ఎగ్జిక్యూటివ్

Profile - Customer Support Executive

Location : : Hyderabad, Hi-Tech City

Experience: Min 1-4year in Customer Support

Education: Any Degree

Languages: English & Hindi - advanced spoken and written.

About Company:

It is a versatile online platform designed to facilitate the creation and management

of surveys, quizzes, forms, polls, and questionnaires. Our user-friendly interface is accessible

via web browsers and dedicated mobile applications for both Android and iOS devices. We are

committed to fostering a collaborative and growth-oriented environment where fresh talent can

thrive.

Job Summary:

The Customer Support Executive at plays a critical role in assisting users and

premium customers by resolving queries and ensuring a seamless experience across our Forms

and Quizzes platform. As the first point of contact, you’ll work cross-functionally with internal

teams to improve customer satisfaction and enhance the overall user experience.

Key Roles & Responsibilities

Customer Support & Issue Resolution:

● Serve as the first point of contact for users and premium customers via email, chat,

phone, social media, and in-app support (iOS, Android, Web).

● Provide timely support and guidance on using the product effectively.

● Assist premium Customers with feature walkthroughs and use-case-based support.

● Resolve technical issues by liaising with the Operations Manager, Product Manager, and

Assistant Tech Lead.

● Ensure tickets are handled in line with SLAs and escalated when necessary.

Documentation & Reporting:

● Track and update all interactions and resolutions using Zoho Desk.

● Document and categorize feedback, identifying recurring issues.

● Contribute to self-help content like FAQs, tutorials, and knowledge base articles.

● Share weekly feedback with the Operations and Product teams regarding major issues,

feature requests, and complaints.

● Prepare weekly presentations on Google reviews and present findings to the team.

● Document new feature requests on a weekly basis and update standard reply formats

based on new scenarios.

Process Improvement & Customer Experience:

● Suggest improvements to existing customer support workflows.

● Stay updated on new features, pricing, discounts, and promotions.

● Educate users and premium customers about platform updates and enhancements.

Customer On-boarding:

● Guide new premium customers through a smooth onboarding process to ensure they

understand and effectively utilize SurveyHeart’s features.

● Conduct personalized product demos tailored to the specific needs and use cases of

each customer, showcasing relevant features that align with their goals.

● Assist customers in setting up their first surveys or quizzes, and provide best practices to

maximize engagement and results.

● Serve as a trusted advisor during the initial setup phase, helping build strong customer

relationships from day one.

● Follow up post-demo to address additional questions, share helpful resources, and

ensure customer success.

Team Collaboration & Training:

● Support the onboarding of new customer support team members.

● Conduct ‘On the Job Training’ and knowledge transfer sessions for new joiners.

Additional Responsibilities:

1. Handle emails related to business proposals, collaborations, offers, and events.

2. Assist users with payment failures via Razorpay and follow up as needed.

3. Respond to Google Play Store reviews.

4. Schedule demo requests as they are received.

5. Assist with monthly duty roster preparation.

6. Help organize and document Sprint Meetings.

7. Participate in new customer support initiatives.

Requirements:

● Strong communication skills (written and verbal) in English and Hindi.

● 1–2 years of experience in customer support or related roles.

● Familiarity with customer service tools (e.g., Zoho Desk).

● Basic understanding of software applications with the ability to learn new technologies

quickly.

● Detail-oriented with a proactive approach to problem-solving.

● Willingness to learn and adapt in a fast-paced environment.

● Experience in SaaS or tech customer support.

● Familiarity with payment gateways like Razorpay.

● Shift: Rotational shifts

● Working days: 6 days a week during probation and 5 days a week for confirmed

employees.

Thanks & Regards

• It is a Full Time అమ్మకాలు / వ్యాపార అభివృద్ధి job for candidates with 2 - 4 years of experience.

కస్టమర్ సపోర్ట్ ఎగ్జిక్యూటివ్ job గురించి మరింత

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