Senior Customer Support Executive

2 weeks ago

Udhana Surat Gujarat, India HD Placement Full time ₹ 2,40,000 - ₹ 3,60,000 per year

Job Summary:-

We are looking for a highly motivated and customer-focused Software Customer Support Executive to join our team. In this role, you will be the first point of contact for customers seeking technical assistance related to our software products. Your primary responsibility will be to ensure customer satisfaction by resolving issues efficiently, educating users, and maintaining high service standards.

Key Responsibilities:-

  • Serve as the first point of contact for customers via email, chat, phone, or ticketing systems.
  • Provide timely and accurate solutions to software-related queries, issues, and concerns.
  • Troubleshoot software problems and guide users through step-by-step solutions.
  • Escalate complex or unresolved issues to higher-level technical teams when necessary.
  • Document customer interactions, technical issues, and resolutions in support logs.
  • Work closely with product, QA, and development teams to relay customer feedback and contribute to product improvement.
  • Maintain up-to-date knowledge of product features, updates, and best practices.
  • Create and update help articles, user guides, FAQs, and knowledge base content.
  • Follow up with customers to ensure issues are resolved and satisfaction is achieved.
  • Meet or exceed established KPIs such as response time, resolution time, and customer satisfaction score (CSAT).

Requirements: Education & Experience:-

  • Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field (preferred).
  • 1–3 years of experience in customer support, technical support, or a related role

Skills:-

  • Knowledge About SQL Server & Crystal Reports.

Job Types: Full-time, Permanent

Pay: ₹12, ₹30,000.00 per month

Work Location: In person

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