Job Id:
INN - CS
Department:
Job Location
Ahmedabad , Gujarat , INDIA
Job Type
Full Time
Experience
1-2 Years
Job Description
The Customer Support Executive will be responsible for providing professional, timely, and effective support to customers using the Company’s software and services.
The role involves handling customer queries, resolving issues, managing support operations, and coordinating with internal teams to ensure a seamless customer experience.
In addition to customer support responsibilities, the individual will oversee the Help Hub, manage support content and knowledge libraries, and assist in implementing AI-enabled chat support solutions to improve operational efficiency and customer engagement.
Roles & Responsibilities: Customer Support Operations:
Serve as the primary point of contact for customer support through email, phone, chat, or ticketing systems.
Address customer queries related to software usage, account setup, troubleshooting, and service-related concerns.
Identify, analyze, and resolve customer issues within defined turnaround timelines.
Escalate unresolved or technical issues to the appropriate internal teams with complete documentation and follow-ups.
Ensure timely ticket management, resolution tracking, and customer communication.
Maintain accurate records of customer interactions, issue resolutions, and support activities.
Help Hub & Knowledge Management:
Manage and maintain the Company’s Help Hub / Knowledge Base platform.
Create, organize, review, and update FAQs, user guides, support articles, and documentation.
Ensure all support content remains accurate, user-friendly, and aligned with product updates.
Maintain and organize the internal and external knowledge/content library.
AI Chat Support & Process Improvement:
Coordinate and support the implementation of AI-enabled chat support systems.
Work with internal teams to improve support workflows, automation, and customer experience processes.
Identify recurring support trends and recommend process improvements and preventive solutions.
Assist in enhancing operational efficiency through technology-driven support initiatives.
Compliance & Coordination:
Follow Company SOPs, quality standards, confidentiality requirements, and customer service policies.
Coordinate with internal departments for customer onboarding, issue resolution, and ongoing support activities.
Ensure professionalism, accuracy, and service quality across all customer interactions.
Perform duties as assigned in line with the role and business requirements.
Desired Profile
Strong verbal and written communication skills
Customer handling and problem-solving abilities
Experience with ticketing systems or customer support platforms
Good documentation and content management skills
Understanding of Help Desk / Knowledge Base operations
Familiarity with AI chat support tools or automation platforms is an advantage
Strong organizational and multitasking capabilities
Attention to detail and customer-centric approach
Graduate in any discipline
Prior experience in Customer Support, Help Desk, SaaS Support, Knowledge Management, or Operations preferred
Familiarity with CRM or customer support tools will be an added advantage
Process-oriented and proactive
Ability to work in a fast-paced environment
Strong ownership and coordination skills
Interest in customer experience enhancement and support automation
Must be comfortable working in Night Shift
