Customer Support Executive

Job Description:

We are seeking a proactive, customer-focused, and tech-savvy Customer Support Specialist to join our team. You will be the first point of contact for our users, providing support, guidance, and troubleshooting assistance for our software products. Your ability to communicate effectively and solve problems efficiently will help ensure our customers get the most out of our solutions.

Key Responsibilities:

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner.

• Troubleshoot issues related to our software products and guide customers through solutions.

• Escalate complex technical issues to the appropriate internal teams.

• Document customer interactions and technical issues in our support system.

• Monitor support tickets to ensure timely resolution and high customer satisfaction.

• Maintain a deep understanding of our products to provide accurate and relevant assistance.

• Collaborate with product, engineering, and QA teams to report bugs and suggest enhancements.

• Assist with onboarding and training of new customers as needed.

• Contribute to the development and improvement of support resources like FAQs and knowledge base articles.

Requirements:

• Bachelor’s degree or equivalent experience in a related field.

• 1–3 years of experience in customer support, preferably in a SaaS or software environment.

• Strong communication skills – verbal and written.

• Excellent problem-solving and analytical abilities.

• Experience using helpdesk tools (e.g., Zendesk, Freshdesk, Intercom).

• Basic understanding of software applications and troubleshooting techniques.

• Empathy and patience when working with customers.

Preferred Qualifications:

• Experience working in a fast-paced tech or startup environment.

• Familiarity with APIs, databases, or basic coding concepts (HTML/CSS/JavaScript).

• Multilingual abilities are a plus.