Customer Support Executive

18 hours ago

west bengal, India Pinnacle Infotech Full time

Company OverviewPinnacle Infotech values inclusive growth in an agile, diverse environment. With 30+ years of global experience, 3,400+ experts completed 15,000+ projects across 43+ countries for 5,000+ clients. Join us for rapid advancement, cutting-edge training, and impactful global projects. Embrace E.A.R.T.H. values, celebrate uniqueness, and drive swift career growth with PinnaclitesPosition Name: Customer Support Executive (Software Product)Years of Experience: 3-4 yearsLocation- Durgapur Qualification- Any DegreeNo. of open Position- 2Position Summary:Providing prompt, knowledgeable, and effective assistance for a cloud-based software platform.Resolve customer queries related to account setup, product functionality, integrations, and performance, while delivering a seamless support experience via email, chat, or phone.Technically proficient, customer-focused, and capable of translating complex concepts into simple, user-friendly solutions.Primary Skills:Expected Years of ExpAbility to explain Software product concepts and workflow.3-4 yrsLogical thinking and root cause analysis.3-4 yrsAbility to work through complex customer inquiries.3-4 yrsFamiliar in SaaS and web platforms.3-4 yrsManaging multiple tickets or chats efficiently.3-4 yrsPrioritize and manage the queries / issues.3-4 yrsDevelop strategies to retain clients and reduce churn.3-4 yrsMonitor customer satisfaction through surveys or feedback and take action to address issues.3-4 yrsSecondary Skills:Expected Years of ExpUnderstanding of CRM/helpdesk tools.3-4 yrsClear, concise verbal and written communication.3-4 yrsWorking closely with product teams.3-4 yrsJob Responsibilities:Respond to customer inquiries via email, chat, phone, or ticketing systems.Documentation and writing skills.Diagnose and troubleshoot software issues, bugs, or user errors.Identifying the current and future business process.To do gap analysis.Escalate complex issues to the product development team.Provide onboarding support for new users.Create and maintain user guides, FAQs, and help documentation.Conduct product walkthroughs, webinars, or live training sessions.Interested candidates, kindly share your resume at sunitas@pinnacleinfotech.com

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