Executive - Customer Support

2 weeks ago

Nagpur, India Valethi Technologies Full time

**Job Information**:
Industry
- IT Services

Work Experience
- 4-5 years

City
- Nagpur

State/Province
- Maharashtra

Country
- India

Zip/Postal Code
- 440002

**About us**:
CREATORS OF BETTER BUSINESS OPERATIONS

We help companies remove process chaos and fast-track business outcomes. We have been helping small to mid-sized and enterprise companies across industries from distribution and manufacturing to consumer goods and health care to achieve greater process efficiency, intelligent and faster decision-making and agility to respond to competitive pressures and transform customer experiences.

Key Responsibilities:

- Manage day to day support requests and tickets received via Zendesk ensuring all SLA obligations are met regarding response and resolution times
- Provide timely and effective technical support to our global user base
- Work closely with the Global Customer Support Manager to ensure that customer service goals and objectives are met for the region
- Diagnose and resolve complex technical issues, including software bugs and system configuration issues
- Escalate product issues to the Global Customer Support Manager as per standard SLA
- Monitor and report on customer satisfaction metrics, identifying opportunities for improvement
- Stay up-to-date with new product features and technical updates as needed
- Participate in the development and implementation of new policies, procedures, and training programs to ensure consistent delivery of high-quality customer support

**Requirements**:
Qualifications:

- 3+ years of experience in technical customer support
- Strong understanding of cloud-based marketing execution platforms and related technologies
- Experience with customer service software and ticket management systems
- Excellent communication and interpersonal skills,
- Strong problem-solving skills, with the ability to diagnose and resolve complex technical issues
- Ability to work independently and as part of a team

**Benefits**:

- This is Jr Executive, who would work with Customer Support Manager (L1) in UK shift.

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