Customer Support Executive

Very simple work: The job will require you to learn our software and then help our clients use it effectively.&
Daily tasks can be broadly categorised as : Responding to Customer Inquiries Resolving Customer Issues Maintaining Accurate Records and Documentation
We are looking for people who are willing to learn and grow with us.&

Key Responsibilities:

1. Product Mastery and Learning

• Learn the features, functionalities, and workflows of our software thoroughly.
• Stay updated with new product features, updates, and releases.
• Understand common use cases and challenges faced by different types of users.

2. Customer Interaction

• Respond promptly to customer inquiries through chat, email, phone calls, or support tickets.
• Understand customer issues clearly and provide accurate solutions using clear communication.
• Guide users step-by-step through product setup, onboarding, and troubleshooting.
• Maintain a polite, empathetic, and professional attitude toward customers at all times.

3. Issue Resolution

• Diagnose and troubleshoot user-reported problems, whether functional, technical, or procedural.
• Escalate complex or unresolved issues to the technical support or product team with detailed documentation.
• Ensure timely follow-ups with customers and keep them informed until the issue is resolved.

4. Documentation and Reporting

• Maintain accurate records of customer interactions, issues, and resolutions using helpdesk or CRM tools.
• Create and update internal documentation, FAQs, or user guides to help customers self-serve.
• Report recurring issues or suggestions from customers to the product or development teams.

5. Onboarding and Training

• Assist new clients in onboarding by explaining setup processes and helping them configure their accounts or systems.
• Conduct product walkthroughs or demos as required.
• Help train end-users on how to use key features and maximize value from the software.

6. Collaboration

• Work closely with the sales, product, and technical teams to ensure consistent and informed support.
• Share feedback, customer insights, and common pain points to improve the product and support workflows.
• Participate in weekly team meetings, brainstorming sessions, or process reviews.

Job Profile : Customer Support Executive
Industry : bsc-bca-bbm, tech-support