Customer Support Executive

2 weeks ago

Mumbai, Maharashtra, India Frontlyne Full time

Company Profile:

Frontlyne is an Enterprise SAAS Solution built for the Retail Industry. It is a one-stop solution for digitising Learning, Training, Operations,, and Sales Incentives for retail frontline employees. The founders of Frontlyne are passionate about learning and technology. They have been teachers in the past and have an educational background in EdTech and Psychology from Tier 1 Universities. 

What we're looking for:

We are looking for a proactive and detail-oriented Customer Support Executive to join our growing team. The ideal candidate should have strong problem-solving skills, excellent communication abilities, and a customer-first attitude. You will play a key role in ensuring the timely resolution of client issues, enhancing customer experience, and supporting internal stakeholders.

Job Responsibilities:

  • Resolve assigned customer tickets independently while ensuring adherence to defined Turnaround Time (TAT).
  • Maintain a consistently quick First Response Time (FRT) for all customer interactions.
  • Provide timely updates to clients on ticket status and resolution timelines to ensure transparency.
  • Connect with customers via email or phone when required to understand and resolve issues effectively.
  • Update and maintain the Knowledge Base documentation by collaborating with the internal team.
  • Ensure completion of routine tasks such as license counts and usage tracking as per schedule.
  • Share weekly progress reports with internal stakeholders and area heads.
  • Attend daily update meetings to align with the support and product teams.
  • Enhance platform usage by identifying gaps and providing customer education when needed.
  • Actively participate in product training sessions and workshops to build technical expertise.

Experience: 1 or 2 Years

Joining Date: Immediate

Education Background: Any Bachelor's Degree

CTC: As per industry standards

Skills and Knowledge:

  • Proven experience in a customer support/helpdesk role, preferably in a SAAS environment.
  • Strong written and verbal communication skills.
  • Ability to prioritise, multitask, and manage time efficiently.
  • Familiarity with helpdesk platforms such as HelpScout, Freshdesk, or Zendesk.
  • Basic understanding of SAAS products and ticketing workflows.
  • Comfortable using Excel or Google Sheets for basic tracking and reporting.
  • Customer-centric mindset with a solution-oriented approach.

Proactive, responsible, and collaborative attitude.

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