Customer Support Executive

5 days ago

Pune, Maharashtra, India ZingHR Full time ₹ 4,00,000 - ₹ 12,00,000 per year

Job Title:
Customer Support Executive

Location:
ZingHR India Office – Pune

Work Mode:
Work from Office

Experience:
4 to 8 Years

About ZingHR

ZingHR is a leading HR Tech and SaaS-based organization, transforming the way enterprises manage their people and processes. We are looking for experienced professionals to join our
Customer Success Operations (CS Ops)
team in Pune. The ideal candidate will bring hands-on experience in
HR transformation, change management, HCM implementation, customer success, or HR consulting
and will play a crucial role in ensuring customer satisfaction and operational excellence.

Key Responsibilities

  • Serve as the
    techno-functional point of contact
    for clients within the assigned portfolio.
  • Manage and track support tickets via platforms like
    Freshdesk
    , ensuring timely resolution by coordinating with internal teams such as Delivery and Product.
  • Perform
    root cause analysis
    for recurring issues and provide long-term, sustainable solutions.
  • Ensure
    SLA adherence
    for all client tickets while maintaining transparent communication on progress and resolution timelines.
  • Configure and manage client instances on
    ZingHR
    , and train clients to perform configurations independently.
  • Develop and execute
    customer engagement plans
    aligned with client business goals, ensuring effective product adoption and success.
  • Collaborate with tech support and product teams to resolve client issues and improve product usability.
  • Proactively
    identify risks
    , mitigate them, and escalate when necessary.
  • Gather and share
    client feedback
    to help enhance product features and overall user experience.
  • Conduct
    post-resolution follow-ups
    to ensure client satisfaction and identify any further support needs.

Skills & Competencies

  • Strong familiarity with
    SaaS-based HRMS platforms
    (preferably ZingHR or similar).
  • Experience in
    payroll module configurations
    and client-facing support roles.
  • Proven ability to work in
    cross-functional environments
    for client issue resolution.
  • Excellent
    problem-solving, multitasking, and time management
    skills in a fast-paced setting.
  • Proficient in
    MS Office (Excel, Word, PowerPoint)
    .
  • Strong
    verbal and written communication skills
    .

Key Qualifications

  • Bachelor's degree in
    HR, IT, Business Administration
    , or a related field.
  • 4 to 8 years
    of relevant experience in
    HRMS SaaS
    domain.
  • Prior experience working in an
    agile development environment
    is preferred.

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