Customer Support Executive

5 hours ago

Surat Gujarat, India Yanolja Cloud Solution Full time

**Organizational Overview**:

- Yanolja Cloud Solution Pvt. Ltd. (YCS); formerly eZee Technosys, is a global end-to-end hospitality technology provider specializing in solutions for small and medium-sized accommodation businesses.
- With more than 450+ Team members and 17+ years of experience, YCS currently has 33,000+ customers in over 170 countries, with 50+ supported languages in our software, and a 24/7 support network to match.
- We have a Local team in 15+ countries including India, Thailand, Indonesia, Philippines, Sri Lanka, South Africa, Tanzania, Uganda, USA, and counting.

**Job Summary**
- The role involves providing efficient and professional chat support to customers by resolving technical issues, addressing inquiries, and delivering product information.
- The position requires collaboration with team members to enhance support processes, ensuring customer satisfaction goals are met or exceeded.

**Roles and Responsibilities**:

- Respond to customer inquiries and issues through chat support in a timely and professional manner.
- Troubleshoot technical issues and provide solutions to customers.
- Escalate complex issues to the appropriate team members for resolution.
- Maintain accurate records of customer interactions and transactions.
- Provide product information and assistance to customers.
- Collaborate with other team members to improve customer support processes.
- Meet or exceed customer satisfaction goals and metrics.

**Key Competencies for the Role**:

- ** Customer Support Expertise**: Ability to handle customer inquiries professionally and resolve issues efficiently.
- ** Technical Troubleshooting**: Proficiency in identifying and solving technical problems or escalating them appropriately.
- ** Communication Skills**: Strong written and verbal communication to interact effectively with customers.
- ** Problem-Solving Skills**: Analytical thinking to address customer concerns and provide timely solutions.
- ** Flexibility and Adaptability**: Willingness to work night shifts, rotational shifts, and holidays while multitasking in a fast-paced environment.

**Qualifications**:

- Bachelor's degree in a related field or equivalent work experience.
- 1-3 years of experience in customer support or technical support.
- Excellent communication skills, both written and verbal.
- Strong problem-solving skills and attention to detail.
- Ability to work in a fast-paced environment and multitask effectively.
- Knowledge of cloud-based technologies and services is a plus.
- Must be able to do permanent night shifts.
- Should be able to do Rotation shifts and work on holidays.

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