Customer Support Executive

About the Company

Established in August 2017, Interspence Solutions LLP is a dynamic IT consulting and support services company focused on delivering high-value technology solutions within the manufacturing and process industries. We are committed to building a team of forward-thinking professionals who embrace innovation and strive to redefine whats possible through technology.

Job Title: Customer Support Analyst

Location: Mumbai (Andheri East)

Employment Type: Full-Time (Work from Office)

Working Days & Shift Timings

Working Days: 5 Days (Rotational)

Position Summary

The Customer Support Analyst will be responsible for managing incoming support requests and ensuring timely and effective resolution of user queries. This role requires strong communication skills, adherence to established processes, and close coordination with internal teams to ensure seamless service delivery.

Key Responsibilities

Monitor support queues for incoming requests via email, Microsoft Teams, and callsResolve user queries by following predefined processes and SOPsLog, track, and manage all tickets in the support/ticketing system until closureEscalate complex or technical issues to the appropriate internal teamsProvide timely updates and follow-ups to users regarding ticket statusMaintain accurate documentation of issues, resolutions, and processesEnsure adherence to SLAs and deliver high-quality customer serviceCollaborate with internal teams to enhance support processes and efficiency

Qualifications

Minimum: 12th Pass / Graduate

Excellent English communication skills (both spoken and written)

Preferred Skills & Experience

34 years of experience in a BPO or customer support environmentExperience in both chat and voice processes is mandatoryStrong verbal communication skills; neutral/American accent is an advantageGood problem-solving and customer-handling abilitiesAbility to multitask in a fast-paced environmentFamiliarity with ticketing or support tools is a plusQuick learner with the ability to adapt to new tools and technologies.