Customer Support Executive

5 days 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.

**Profile Overview**:

- Technically proficient with a strong understanding of software products and the ability to troubleshoot issues effectively. Adept at analyzing needs, identifying solutions, and ensuring client satisfaction in a fast-paced environment.
- Team player with excellent communication and collaboration skills. Eager to contribute to a dynamic team and drive customer success within the hospitality industry or related sectors.

**Roles and Responsibilities**:

- Troubleshoot and resolve customer issues related to our cloud services.
- Collaborate with other departments to ensure the timely resolution of customer concerns.
- Maintain accurate records of customer interactions and transactions.
- Identify and escalate priority issues to the appropriate team members.
- Provide feedback to the product development team based on customer interactions.
- Stay up-to-date on product knowledge and industry trends to better assist customers.
- Should be able to work in rotational shifts and on holidays.

**Top 5 Key Competencies**:

- Proven ability to communicate effectively and foster positive business relationships.
- Strong relationship management and interpersonal skills.
- Analytical mindset to evaluate customer health and engagement metrics.
- Ability to work collaboratively across support and product teams.
- Technical proficiency in SaaS solutions and familiarity with CRM tools (e.g., HubSpot, Salesforce).

**Qualifications**:

- 1-3 years of experience in a customer support role, preferably in a cloud chat support department.
- Excellent communication skills, both written and verbal.
- Strong problem-solving abilities and attention to detail.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Proficiency in using customer support software and tools.
- Bachelor's degree in a related field is preferred.

If you have a passion for helping customers and a strong technical background, we would love to hear from you. Join our team and make a difference in the lives of our clients.

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