Customer Support Executive

Job Title: Executive - Customer Support

Location: Mumbai, India (On-site at Client Location)

Industry Type: Frontlyne

Functional Area: Customer Support / Client Success

Employment Type: Full Time, Permanent

Experience Level: Fresher to 1 Year

Website: www.frontlyne.com

Company Profile:

Frontlyne is a cutting-edge Enterprise SaaS Solution for the Retail Industry, offering a comprehensive platform that digitizes Learning, Training, Operations, and Sales Incentives for retail frontline employees. Our founders, enriched with a passion for learning and technology, come from prestigious educational backgrounds in EdTech and Psychology and have prior experience as educators.

Job Overview:

We are looking for a motivated and customer-oriented Executive - Customer Support to be based at a client location in Mumbai. In this role, you will be the primary point of contact for the clients frontline teams, ensuring smooth day-to-day usage of the Frontlyne platform. You will handle support requests, conduct on-ground training, and work closely with internal teams to ensure a seamless customer experience. This is an excellent opportunity for a fresher or early-career professional looking to build a strong foundation in SaaS customer success and support.

Key Responsibilities:

• Ticket Resolution: Receive, log, and resolve support tickets raised by the client’s users in a timely and professional manner, ensuring issues are tracked and closed within defined SLAs.
• Customer Training: Conduct regular training sessions for the client’s frontline staff and managers on how to use the Frontlyne platform effectively, including onboarding new users as and when required.
• On-site Support: Be present at the client location to provide hands-on assistance, address queries in real time, and ensure adoption of the platform across all user groups.
• Issue Escalation: Identify, document, and escalate complex technical issues to the internal product or technology team, and follow through until resolution is communicated back to the client.
• User Feedback Collection: Gather feedback from end users and client stakeholders on product usability, pain points, and feature requests, and relay insights to the internal Customer Success team.
• Usage Monitoring: Track user activity and platform adoption metrics for the assigned client account and flag any drop in engagement to the Account Manager.
• Documentation: Maintain clear records of support interactions, training sessions conducted, issues raised, and resolutions provided.
• Relationship Management: Build a positive day-to-day working relationship with the client’s team, acting as a trusted representative of Frontlyne on the ground.

Qualifications:

• Educational Background: Undergraduate degree in Computer Science (B.Sc. Computer Science or equivalent). Engineering degrees are not required.
• Experience: Fresher to a maximum of 1 year of work experience. Prior internship or project experience in a customer-facing or technical support role is an advantage.
• Communication Skills: Clear and professional communication in English and Hindi, both written and verbal. Ability to explain technical concepts in simple language to non-technical users.
• Technical Aptitude: Basic understanding of SaaS platforms, mobile and web applications, and comfort with using digital tools and dashboards.
• Customer Orientation: A patient, proactive, and solution-focused approach to handling customer queries and complaints.
• Ownership: Ability to take responsibility for assigned tasks, follow up independently, and see issues through to resolution without constant supervision.
• Teamwork: Willingness to collaborate with internal teams across Customer Success, Technology, and Product to deliver the best possible experience for the client.

Joining Date: Immediate

CTC: As per industry standards