The Customer Support Executive serves as the primary point of contact for customers, providing prompt and effective assistance regarding software-related queries and issues. This role requires excellent communication, problem-solving abilities, and the capability to understand customer requirements while ensuring timely resolution of support requests.
The selected candidate will work closely with the Implementation, Development, QA, and Product teams to resolve customer concerns, maintain service quality, and contribute towards continuous customer satisfaction.
Key Responsibilities
- Respond to customer queries through phone, email, remote support, and ticketing systems.
- Diagnose and troubleshoot software-related issues.
- Record, update, and monitor customer support tickets until closure.
- Escalate unresolved issues to the appropriate technical teams.
- Coordinate with internal departments to ensure timely issue resolution.
- Provide functional guidance and software usage assistance to customers.
- Conduct user training sessions and product demonstrations whenever required.
- Maintain accurate documentation of customer interactions and resolutions.
- Verify issues before escalating them to the Development team.
- Follow established support processes, SLAs, and escalation procedures.
- Assist customers with software configuration and basic troubleshooting.
- Identify recurring issues and recommend process improvements.
- Ensure customer satisfaction through professional and courteous communication.
- Prepare support reports and maintain service records.
- Stay updated with new product features, enhancements, and releases.
Required Qualifications
- Bachelor's Degree in any discipline.
- Freshers are encouraged to apply.
- Prior experience in Customer Support, Technical Support, Software Support, or Help Desk will be an added advantage.
Required Skills & Competencies
- Excellent verbal and written communication skills in English.
- Knowledge of MS Office applications.
- Ability to quickly learn new software products.
- Basic understanding of databases or SQL is an advantage.
Pay: From ₹15,000.00 per month
Benefits:
- Cell phone reimbursement
- Commuter assistance
- Health insurance
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund
- Work from home
Application Question(s):
- Where are you based in Goa?
Education:
Language:
Location:
Work Location: In person
