Customer Support Executive

Job Description:

Ticket Management & Resolution

• Receive and triage incoming customer inquiries via email, chat, and phone.
• Diagnose issues promptly and provide accurate, step-by-step solutions.
• Escalate complex cases to technical teams or appropriate departments following defined SLAs.

Knowledge Base & Documentation

• Create and maintain up-to-date help articles, FAQs, and troubleshooting guides.
• Ensure self-service resources are clear, searchable, and cover common user scenarios.

Customer Communication & Follow-Up

• Keep customers informed of ticket status, next steps, and expected resolution timelines.
• Proactively follow up on open issues to confirm satisfactory resolution.

SLA & Quality Assurance

• Adhere to response and resolution time targets to meet or exceed service-level agreements.
• Monitor key support metrics (first response time, resolution time, customer satisfaction) and identify areas for process improvement.

Feedback & Continuous Improvement

• Capture recurring issues and feature requests, and share insights with Product and Success teams.
• Participate in regular support reviews and training sessions to refine processes and technical knowledge.

Customer Advocacy

• Champion the customer’s voice internally by escalating systemic problems and proposing enhancements.
• Identify upsell or cross-sell opportunities when customers express needs beyond basicsup

Please reach HR Department via email at [email protected] or WhatsApp at 9843943433, 9206960417