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L1 Customer Support Executive

1 month ago

india ViewTrade Holding Corp. Full time
Overview:

As an L1 Customer Support Executive, you will be serving as the first point of contact for customers seeking assistance with products or services. Your primary role is to provide basic troubleshooting, answer general queries, and ensure customer satisfaction by addressing issues promptly and efficiently.

Key Responsibilities:

- Respond to customer queries in a timely and accurate way, mostly via our dedicated Support platform (Jira / Zendesk / Zoho )- Accurately determine the criticality of customer issues based on customer communication, project progress and other factors- Understand and enforce customer Service Level Agreements (SLA)- Report against Customer SLA as necessary- Enforce a strict governance process for Priority 1 (P1) issues & assign it to the respective team for resolution- Assist with kickstarting a Knowledge Base (KB) to ease Support for most common issues- Analyse and report product malfunctions to the Development team- Share feature requests and effective workarounds with team members- Inform customers about new features and functionalities / maintenance activities and downtime- Follow up with customers to ensure their technical issues are resolved

Qualifications Required:

- Bachelor's degree in any related domain- Previous experience as a customer Support Specialist a strong plus- Experience using help desk software and remote support tools- Excellent communication and problem-solving skills- Multi-tasking abilities- Exposure to software design and development lifecycles- An ability to work well under pressure- Ready to work in Australia/ US rotational shifts

Excellent interpersonal and external communication skills with very good level of proficiency in spoken and written English.