Customer Support Executive

8 hours ago


Durgapur, West Bengal, India Pinnacle Infotech Full time ₹ 9,00,000 - ₹ 12,00,000 per year

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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