Customer Support Executive

1 day ago

HITEC City Hyderabad Telangana, India Acelinetech Solutions Pvt Ltd Full time

Description of Role

**Responsibilities**:

- Work US-based business hours Monday through Friday. Multiple shifts are available from 800am to 900pm US Eastern Standard Time (e.g., 8am-5pm, 12pm-9pm, etc.).
- Learn, and keep proactively up to date with, the MyComplianceOffice product and all releases.
- Respond to customer inquiries in an engaged, professional, and timely manner through various contact channels both verbally and in writing.
- Communicate professionally with customers and ensure customers’ expectations are managed effectively.
- Resolve first level support issues with superb attention to detail.
- Log all customer service issues and resolutions in a timely manner.
- Log all technical issues with the development team and manage these issues to resolution.
- Take part in the creation, active review, and improvement of Customer Support policies and procedures to constantly improve and evolve our service while focusing on the customer experience.
- Take part in the creation, active review, and improvement of Customer Support documentation including items such as FAQs, help articles, training/self-help videos, support documentation, etc.
- Manage team members effectively (for the team lead role only)

Skills and Experience Required
- Great attitude with proven experience in supporting business-to-business (B2B) software (e.g., working on a software helpdesk).
- Excellent organizational, communication, and time management skills.
- Proven ability to learn software products and efficiently resolve issues related to that software.
- Excellent English written and spoken communication skills.
- Proven active listening skills to clearly understand client issues.
- Proven ability as a creative problem solver to successfully resolve client issues.
- Attention to detail and quality.
- Proven experience working with other departments within a software company (e.g., technical operations, product, development, implementation, etc.).
- Team player with proven ability to contribute positively in an open and collaborative environment.
- Experience with using Zendesk, Jira, or other similar ticket/issue management tools.
- Ability to effectively utilize the MS Office suite of software such as MS Word, MS Excel, and MS Outlook.
- Minimum of 5 years of total professional experience.
- Minimum of 3 years of experience related to enterprise B2B software support.
- Minimum of 1 years of experience in the Financial Services industry related to investment management.
- Technical support experience is desirable, will be an advantage but not required.
- Experience in a SaaS environment is desirable, will be an advantage but not required.
- Compliance experience, especially related to investment management, will be an advantage but not required.

**Job Types**: Full-time, Permanent

**Salary**: ₹60,000.00 - ₹120,000.00 per month

**Benefits**:

- Provident Fund

Schedule:

- Night shift
- US shift

Supplemental pay types:

- Performance bonus

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 4 years (required)
- Customer service: 3 years (required)
- B2B: 1 year (required)
- Fintech: 1 year (required)
- Jira: 1 year (preferred)
- Zendesk: 1 year (preferred)

**Language**:

- English (required)

Ability to Commute:

- HITEC City, Hyderabad, Telangana (required)

Ability to Relocate:

- HITEC City, Hyderabad, Telangana: Relocate before starting work (required)

Work Location: In person

**Speak with the employer**
+91 8125430220

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