Customer Success / Technical Support
Role Objective
We are looking for a seasoned Customer Support Executive with a minimum of 2 years of experience to manage end-to-end client communications and technical escalations. The ideal candidate will act as the primary interface between our product and the client, ensuring high retention rates and seamless problem resolution. Experience in a product-based company is highly preferred.
Key Responsibilities
- Client Relationship Management: Build and maintain strong, long-term relationships with clients, acting as their dedicated point of contact for all service-related matters.
- Onboarding & Escalations: Lead the onboarding process for new clients and take full ownership of ongoing escalations, ensuring timely resolution and closure.
- IT & Technical Escalations: Identify, document, and escalate complex technical or IT-related issues to the backend engineering team while keeping the client informed of the progress.
- Client Communication: Proactively communicate product updates, downtime alerts, and resolution timelines via email, chat, or voice calls.
- Retention & Satisfaction: Focus on client retention by identifying potential "at-risk" accounts and addressing their pain points before they escalate.
- Product Knowledge: Maintain an in-depth understanding of the product to provide accurate solutions and "plus point" value-added advice to users.
Requirements & Qualifications
- Education: Graduate degree in any stream is mandatory.
- Experience: A minimum of 2 years of core experience in Customer Support or Client Relations.
- Product Exposure: Prior experience working in a Product-Based Company is a significant advantage.
- Communication: Exceptional verbal and written English communication skills.
- Technical Savvy: Ability to understand IT workflows and explain technical concepts to non-technical users.
- Problem Solving: Proven ability to handle high-pressure escalations and "think on your feet."
Pay: ₹10,000.00 - ₹35,000.00 per month
Benefits:
- Cell phone reimbursement
- Flexible schedule
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
