Customer Support Executive

2 weeks ago

Noida Sector, India G2mhub Global Full time ₹ 2,00,000 - ₹ 8,00,000 per year

Key Responsibilities:

Act as the primary point of contact for enterprise customers, managing their journey from implementation through successful go-live.

Provide functional leadership by guiding customers through complex CPaaS solutions implementations.

Clearly understand client business challenges and use cases, providing tailored solutions.

Advocate for clients and serve as an escalation point to ensure all issues are addressed promptly.

Demonstrate the value of the platform in solving client challenges.

Configure the platform in line with best practices to ensure quick time-to-value.

Conduct thorough platform testing to guarantee accurate configuration.

Manage project plans, track progress, and report on key milestones.

Lead and manage the internal project team, ensuring timely delivery.

Address scope changes, resource management, and project budgeting according to the Statement of Work (SOW).

Collaborate with cross-functional teams, including Product, Engineering, Sales, and Customer Success.

Continually refine delivery methodologies and encourage process innovation.

Conduct post-implementation reviews to improve practices and customer outcomes.

Qualifications:

Responsibility

Address customer queries, provide information, and offer solutions to resolve problems or complaints

Understanding attentively to customer queries, empathize with their concerns, and take appropriate steps to resolve the issues effectively. They may escalate complex problems to higher-level support or management if necessary

Maintain accurate records of customer interactions, including the details of inquiries, resolutions, and any follow-up actions taken

Possessing excellent product knowledge to enhance customer support

Ensure high levels of customer satisfaction by delivering professional and courteous support

Qualifications

Graduate/Postgraduate from a recognized college/university

A minimum of 0-6 months of experience in customer support domain

Excellent interpersonal and written and verbal communication skills

Proficiency with customer support software and tools

Proficiency in either of the either of language (Kannada, Telegu, Tamil, Hindi, Malayalam) - written and verbal

Proficiency in English written and verbal communication

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