Customer Support Executive
8 hours ago
Company Overview
Pinnacle Infotech values inclusive growth in an agile, diverse environment. With 30+ years of global experience, 3,400+ experts completed 15,000+ projects across 43+ countries for 5,000+ clients. Join us for rapid advancement, cutting-edge training, and impactful global projects. Embrace E.A.R.T.H. values, celebrate uniqueness, and drive swift career growth with Pinnaclites
Position Name
: Customer Support Executive (Software Product)
Years of Experience
: 3-4 years
Location
- Durgapur
Qualification
- Any Degree
No. of open Position
- 2
Position Summary
:
- Providing prompt, knowledgeable, and effective assistance for a cloud-based software platform.
- Resolve customer queries related to account setup, product functionality, integrations, and performance, while delivering a seamless support experience via email, chat, or phone.
Technically proficient, customer-focused, and capable of translating complex concepts into simple, user-friendly solutions.
Primary Skills:
Expected Years of Exp
Ability to explain Software product concepts and workflow.
3-4 yrs
Logical thinking and root cause analysis.
3-4 yrs
Ability to work through complex customer inquiries.
3-4 yrs
Familiar in SaaS and web platforms.
3-4 yrs
Managing multiple tickets or chats efficiently.
3-4 yrs
Prioritize and manage the queries / issues.
3-4 yrs
Develop strategies to retain clients and reduce churn.
3-4 yrs
Monitor customer satisfaction through surveys or feedback and take action to address issues.
3-4 yrs
Secondary Skills:
Expected Years of Exp
Understanding of CRM/helpdesk tools.
3-4 yrs
Clear, concise verbal and written communication.
3-4 yrs
Working closely with product teams.
3-4 yrs
Job Responsibilities
:
- Respond to customer inquiries via email, chat, phone, or ticketing systems.
- Documentation and writing skills.
- Diagnose and troubleshoot software issues, bugs, or user errors.
- Identifying the current and future business process.
- To do gap analysis.
- Escalate complex issues to the product development team.
- Provide onboarding support for new users.
- Create and maintain user guides, FAQs, and help documentation.
- Conduct product walkthroughs, webinars, or live training sessions.
Interested candidates, kindly share your resume
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