Software Support Executive

2 weeks ago

Delhi, India Shaurya Software Pvt. Ltd. Full time

Position Overview: We are seeking a dedicated and customer-focused Support Executive to join our team. The Support Executive will play a crucial role in providing exceptional assistance to our customers, addressing their inquiries, resolving issues, and ensuring a positive experience throughout their interactions with our company.

Key Responsibilities:

Customer Assistance:

  • Respond promptly and professionally to customer inquiries via various communication channels, including phone, email, chat, and social media.
  • Provide accurate and helpful information to customers regarding our products, services, policies, and procedures.

Issue Resolution:

  • Diagnose and troubleshoot customer issues, taking ownership of the problem until it is resolved to the customer's satisfaction.
  • Escalate complex issues to appropriate teams or higher-level support when necessary, ensuring timely resolution.

Technical Support:

  • Assist customers with technical problems, offering step-by-step guidance and solutions to help them navigate software, hardware, or other technical challenges.
  • Document technical issues and solutions for future reference and knowledge sharing.

Product Knowledge:

  • Develop a comprehensive understanding of our products and services to provide accurate and relevant information to customers.
  • Stay up-to-date with product updates, features, and changes to effectively address customer inquiries.

Customer Education:

  • Educate customers on how to use our products and services effectively, providing tips and best practices.
  • Offer tutorials and guidance to help customers maximize the value of our offerings.

Feedback and Improvement:

  • Collect customer feedback, suggestions, and complaints, and communicate them to relevant teams for continuous improvement.
  • Proactively identify trends in customer issues and propose solutions to enhance the overall customer experience.

Documentation:

  • Maintain detailed and accurate records of customer interactions, inquiries, and solutions in the CRM system.
  • Create and update support documentation, FAQs, and knowledge base articles.

Cross-Functional Collaboration:

  • Collaborate with other departments such as Sales, Marketing, and Product Development to relay customer feedback and insights.
  • Share insights on customer needs and pain points to drive product and service improvements.

Qualifications:

  • High school diploma or equivalent (Bachelor's degree preferred).
  • Proven experience in a customer support or service role.
  • Excellent verbal and written communication skills.
  • Empathy, patience, and the ability to remain calm under pressure.
  • Strong problem-solving skills and attention to detail.
  • Technical aptitude and ability to learn and navigate new software and systems.
  • Ability to handle multiple tasks simultaneously and prioritize effectively.
  • Proficiency in using CRM software and support ticketing systems.

If you're passionate about providing exceptional customer support and enjoy assisting customers with their inquiries and challenges, we invite you to apply. Please submit your resume and a cover letter highlighting your relevant experience and customer-centric approach. We look forward to considering you for this important role.

Note: The job is subject to the condition that the candidate either lives within a 15 km radius of the office or commits to relocating within this distance.

Job Types: Full-time, Permanent

Pay: ₹10, ₹25,000.00 per month

Benefits:

  • Health insurance
  • Leave encashment
  • Provident Fund

Work Location: In person

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