Customer Support Executive

4 weeks ago

Ahmedabad India Cognitionteam Full time

Job Description Experience: 1-2 years Location: Ahmedabad Requirements - 2+ years of experience in customer support, preferably for international clients - Excellent spoken and written English communication skills - Proven ability to handle US, UK, and European customers with professionalism and cultural awareness - Experience using CRM tools such as Zendesk, Freshdesk, or HubSpot - Strong interpersonal skills and a problem-solving mindset - Ability to manage and resolve queries via email, chat, and phone - Basic understanding of software/SaaS platforms and related technical terminology - Bachelor's degree in any discipline NICE TO HAVE - Prior experience working night shifts or overlapping with US/UK/European time zones - Familiarity with service SLAs and escalation procedures - Exposure to SaaS product support or software troubleshooting - Understanding of support metrics like CSAT, FCR, and AHT - Ability to document user feedback and contribute to knowledge base updates Responsibilities - Serve as the first point of contact for international clients via chat, email, and phone - Provide timely and accurate support for product-related queries and issues - Maintain detailed and organized customer interaction records in the CRM - Escalate unresolved issues to the appropriate internal teams while ensuring prompt follow-ups - Deliver a high-quality support experience tailored to US, UK, and European customers - Offer product walkthroughs, onboarding assistance, and technical support when needed - Collaborate closely with internal teams to improve processes based on customer feedback WHAT YOU WILL GET WITH Cognitionteam - Close cooperation with a customer - Challenging tasks - Competence development - Ability to influence project technologies - Team of professionals - Dynamic environment with low level of bureaucracy ABOUT Cognitionteam Cognitionteam is the partner of choice for few of world's leading corporations, SMEs, and technology competitors. We help companies elevate their value through custom software development, product design, QA, and consultancy services..

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