Customer Support Executive Ticketing Support

Role & Responsibilities:

• Handle customer service tickets efficiently, serving as the first point of contact via email and chat, with occasional calls for complex or sensitive cases.
• Communicate with customers regarding post-purchase support, including order installation, refunds, payment-related concerns, and other service requests.
• Use the client's ticketing system to accurately track, manage, and resolve customer queries within defined timelines.
• Understand client software products and services, and provide customers with accurate information, troubleshooting steps, and appropriate solutions.
• Guide customers through troubleshooting and resolution processes in a clear, easy-to-understand manner.
• Identify suitable alternative solutions when the initial resolution doesn't address the customer's concern.
• Follow up with customers when required, ensuring they're kept informed about their case status before closing the ticket.
• Escalate complex or sensitive cases to team leads and managers, working collaboratively toward resolution.
• Maintain detailed and accurate case notes, including troubleshooting steps, customer interactions, and final resolutions.
• Actively participate in team meetings, training sessions, and knowledge-sharing activities.
• Stay updated on product changes, processes, policies, and support resources to continuously improve product knowledge and customer experience.

Preferred Candidate Profile:

• Previous experience in customer service, help desk, or software product support preferred; freshers with strong communication and problem-solving skills are welcome to apply.
• Excellent written and verbal communication skills in English.
• Strong problem-solving and analytical skills, with the ability to understand customer issues and identify appropriate solutions.
• Comfortable working with ticketing systems, CRM platforms, and other business applications.
• Ability to manage multiple support cases while maintaining accuracy and quality.
• Strong attention to detail and ability to maintain clear documentation.
• Ability to work independently while collaborating effectively with team members and managers.
• A degree in a relevant field is preferred but not mandatory for candidates with relevant experience.
• Must have access to a desktop/laptop and a stable internet connection.