Customer Support Executive

Role & responsibilities

• Handle inbound and outbound calls to assist clients with their queries and concerns.
• Provide training, guidance, and support to clients on ERP software and related applications.
• Understand customer issues, record them accurately, and ensure timely resolution.
• Assist clients remotely by accessing their systems through remote desktop tools such as AnyDesk.
• Analyze, test, troubleshoot, and resolve ERP-related issues reported by end users.
• Respond to customer inquiries via phone, email, chat, and other communication channels.
• Escalate unresolved issues to the concerned technical team and follow up until closure.
• Maintain accurate records of customer interactions, complaints, and resolutions.
• Coordinate with internal departments to ensure effective issue resolution and customer satisfaction.
• Conduct software demonstrations and user training sessions when required.
• Assist in preparing support documentation, user guides, and FAQs.

Preferred candidate profile

• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Good analytical and troubleshooting abilities.
• Basic understanding of software applications, ERP systems, and databases.
• Ability to learn new technologies quickly.
• Proficiency in MS Office (Word, Excel, PowerPoint).