Customer Support Executive

Roles and Responsibilities

Customer Support Operations

• Handle customer queries through email, chat, and phone, ensuring a 24-hour response SLA.
• Troubleshoot and resolve issues efficiently while maintaining high customer satisfaction.
• Collaborate with internal teams (Engineering, Implementation) to resolve escalations quickly.
• Performance & SLA Compliance
• Monitor and meet weekly ticket response times
• Ensure SLA compliance rates exceed
• Customer Satisfaction Improvement
• Drive initiatives to improve CSAT
• Collect and analyze feedback to implement changes that enhance the customer experience.
• Documentation & Process Improvement
• Maintain detailed records of customer interactions and solutions in the ticketing system.
• Contribute to updating knowledge base articles to empower self-service for customers.
• Proactive Engagement
• Identify recurring issues and suggest product or process improvements.
• Educate customers on product features and best practices to reduce support queries.