Customer Support Executive

5 hours ago

Kochi, India Zoft Solutions pvt LTD Full time

**Company Overview**:
**Position Overview**:
We are seeking a dedicated and customer-centric individual to join our team as a Customer Support Executive. In this role, you will be responsible for providing exceptional support to our users, addressing inquiries, and ensuring a positive customer experience. Additionally, as a part of sales drives in schools, you will be the on-site support champion, assisting parents and teachers during the onboarding process.

**Key Responsibilities**:

- Troubleshoot and resolve user issues related to account management, navigation, and feature usage.
- Provide clear and concise information regarding product features, benefits, and technical requirements.
- Document and track customer interactions and problem resolutions.
- Act as the face of SchoolWizard during on-site sales drives in schools.
- Provide on-the-spot assistance to parents and teachers, guiding them through the onboarding process.
- Conduct user training sessions, both remotely and on-site, to enhance user proficiency.
- Assist in the creation of training materials and resources.
- Escalate complex technical issues or bugs to the technical support team for resolution.
- Collaborate with cross-functional teams to ensure prompt and effective problem resolution.
- Keep users informed about the status of their issues and the steps being taken to resolve them.
- Gather and analyze customer feedback to identify common pain points and areas for improvement.
- Advocate for the customer by communicating insights and trends to the product development team.

**Qualifications**:

- Bachelor’s degree in a relevant field.
- Proven experience (minimum 2 years) in customer support, preferably in an EdTech or technology-related industry.
- Excellent interpersonal and communication skills.
- Strong problem-solving skills and the ability to think critically to provide effective solutions.
- Familiarity with educational technology and a passion for improving the learning experience for children.

**Salary**: ₹29,000.00 - ₹35,000.38 per month

Ability to commute/relocate:

- Kochi, Kerala: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- total work: 2 years (required)
- Customer service: 2 years (required)

**Language**:

- Hindi (preferred)
- English (preferred)

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