Senior Customer Service Executive

Position: Senior Customer Service Executive

About Stepin Solutions:

Stepin Solutions is a market leader in Backend IT operations with a global presence, serving customers in 33+ countries and establishing partnerships in Israel and the USA. Established in 2011 with two team members, our organization has now grown to approximately 50 people. We invite you to join our dynamic and inspiring team with a shared mission to contribute to the continued growth of the organization.

Job Summary:

We are currently seeking experienced and proficient candidates with 4 to 5 years of substantial back office/customer support work experience. Candidates should be adept at handling diverse backend IT operations and demonstrating strong communication skills to interact with international clients. Proficiency in English, both verbal and written, is essential.

Responsibilities:

• Generating reports from various tools, consolidating data in MS Excel, and utilizing other relevant tools for analysis.
• Monitoring software performance and proactively issuing alerts in the event of malfunctions.
• Generating backups and managing other relevant backend operations.
• Understanding and becoming conversant with the workflow of a relatively large software application.
• Interpreting, diagnosing, and resolving customer problems via email, chat, or phone calls.
• Communicating clearly and precisely with customers, maintaining accurate and timely records in related databases.
• Collaborating with team members and other departments for root cause analysis and identifying issues with software applications, and third-party plug-ins.
• 24/7 monitoring and management of events affecting technology services and infrastructure.

Required Qualifications:

• Graduates from any stream.

Preferred Qualifications:

• Graduates from any stream.
• Basic knowledge of Computers.
• Basic knowledge of email marketing.
• Customer Support Experience.

Requirements:

• 3 to 5 years of experience in customer service, including troubleshooting technical issues and providing timely support.
• Ability to multitask, prioritize, and manage time effectively.
• Quick grasp and understanding of new tasks and concepts.
• Ability to troubleshoot customer problems, including DNS, Domain pointing, and Domain Tracking.
• Punctuality towards responsibilities.
• Ability to handle pressure in emergency situations patiently.
• Understanding of basic concepts of Web and Email Technology.
• Experience in monitoring infrastructure and systems (Emails, Graphs, etc).
• Proficiency with online error monitoring tools.
• For a customer service executive profile, the ideal candidate should have a solid understanding of software systems.

Skills:

• Time management.
• Strong problem-solving skills.
• Quality focus.
• Positive attitude.
• Proactive incident handling.

Benefits:

• Hybrid Work Mode
• Full-time employment.
• EPF/ESIC as per Govt. compliance guidelines.
• Yearly increments based on performance.

Working days:

Rotational Shift Timing:

• Day 1: Mon: 12:00 pm to 8:00 pm
• Day 2: Tue: 6:00 am to 12:00 pm AND 8:00 pm to 6:00 am
• Day 3: Wed: Day Off
• Day 4: Thu: 12:00 pm to 8:00 pm
• Day 5: Fri: 6:00 am to 12:00 pm AND 8:00 pm to 6:00 am
• Day 6: Sat: Day Off
• Day 7: Sun: 12:00 pm to 8:00 pm
• Day 8: Mon: 6:00 am to 12:00 pm AND 8:00 pm to 6:00 am
• Day 9: Tue: Day Off
• This rotational shift pattern will continue

Job Type: Full-time

Pay: ₹30, ₹40,000.00 per month

Benefits:

• Leave encashment
• Provident Fund
• Work from home

Experience:

• Customer service: 3 years (Required)

Language:

• English (Required)

Work Location: In person