Job Location: Hyderabad
Experience: Fresher/ 0-1 year
As a Customer Success Executive, you will play a vital role in ensuring our customers receive exceptional support and assistance. Your responsibilities will include:
- Responding promptly to customer inquiries via telephone calls, emails, web meetings, and other communication channels.
- Efficiently tracking and monitoring customer requests to ensure timely resolution.
- Logging and managing support issues using ticketing systems, ensuring the accurate closure of tickets.
- Assisting customers with the installation, configuration, and troubleshooting of devices, including Barcode Readers and Printers.
- Distinguishing between application and hardware-related issues to provide targeted support.
- Providing verbal instructions and live demonstrations to end-users, including individual or group training when necessary.
- Identifying, resolving, and escalating problems as needed to ensure customer satisfaction.
- Managing customer inquiries, differentiating between support requests and requests for new functionality, and handling them accordingly.
- Conducting regular meetings with customers and partners, offering product and service information, processing orders, and addressing complaints.
- Maintaining detailed records of customer interactions, inquiries, complaints, and actions taken.
- Proactively following up to ensure customer requests are appropriately addressed.
- Referring unresolved grievances or special requests to designated departments for further investigation.
- Organizing webinars, training sessions, and meetings for customers and partners.
- Utilizing MS Excel to analyze and manage customer-related data for accurate reporting and decision-making.
- Analysis of software application issues & usage of jira for ticketing.
Desired Candidate Profile:
- Previous experience working with ticketing tools such as Freshdesk or similar platforms.
- Proficiency in handling customer inquiries via calls, emails, and chat (if applicable).
- Excellent communication skills in both English and Hindi.
- Strong customer empathy and a commitment to delivering outstanding service.
- Ability to work collaboratively within a team, initiate tasks independently, and manage multiple priorities effectively.
- Comfortable operating in a fast-paced, deadline-driven environment.
- Optional: Experience with chat support.
