Customer Support Engineer

3 days ago

Kozhikode, Kerala, India IOCOD Infotech Full time ₹ 40,000 - ₹ 80,000 per year

Easify is our all-in-one communications portal that helps businesses stay connected with their customers through messaging, automated workflows, and actionable insights. We're looking for a proactive and customer-focused Customer Support Engineer to build lasting relationships with our US-based clients and ensure they have a seamless experience using our platform.

Role overview:

As a
Customer Support Engineer
, you will be the primary point of contact for customers—helping them onboard, guiding them through the platform, addressing compliance and subscription-related concerns, and ensuring they derive maximum value from Easify. This role involves a mix of customer communication, compliance monitoring, sales conversion, and support coordination, requiring near-native English communication skills and flexibility to work during US business hours (night shift).

Key Responsibilities:


Customer Reach-out:
 Engage with subscribed customers and encourage them to complete the onboarding and setup process.

Subscription Retention:
 Reach out to customers who cancel or express dissatisfaction, understand their concerns, and take proactive steps to improve retention.

Chat Support & Product Promotion:
 Interact with customers via chat, address queries, and promote Easify's features when appropriate.

Demo Calls:
 Attend and conduct demo calls for prospective customers to showcase the platform's features and benefits.

Onboarding & Relationship Building:
 Welcome new clients through onboarding calls, ensure they're comfortable using the platform, and maintain positive long-term relationships.

Customer Support Coordination:
 Collaborate with internal teams to resolve escalated issues promptly and effectively.

Documentation:
 Maintain clear and organized records of customer interactions, issues, and resolutions in the CRM system.


Qualifications & Skills:


0–3 years of experience in 
Customer Relationship Management, Client Support, or Inside Sales
, preferably in a SaaS or communication-based platform.

Excellent 
verbal and written communication skills
 with a near-native 
US accent and fluency in English.

Strong interpersonal skills with the ability to handle customer concerns empathetically and professionally.

Familiarity with 
CRM tools
, online communication platforms, and demo presentation software.

Proactive, persuasive, and capable of multitasking in a remote work environment.

Flexibility to work night shifts
 (US business hours).

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