Customer Support Executive

Roles and Responsibilities

• Customer Support
• Handle customer calls, WhatsApp messages, and support requests.
• Understand customer issues and provide appropriate solutions.
• Guide customers step-by-step in using the software.
• Software Support
• Resolve basic software, billing, printing, and configuration-related issues.
• Assist customers with GST, invoice, reports, and other software functions.
• Identify technical issues and escalate them to the technical team when required.
• Customer Follow-up
• Follow up with customers regarding unresolved issues.
• Maintain proper records of customer complaints and their resolution status.
• Ensure customer issues are closed within the expected time.
• Installation & Training
• Assist with software installation and basic setup.
• Provide training to customers on software features and modules.
• Help customers understand new updates and features.
• Coordination
• Coordinate with the development/technical team for complex issues.
• Clearly communicate customer requirements and problems to the concerned team.
• Keep customers updated about the status of their requests.
• Documentation
• Maintain support tickets, customer details, and issue history.
• Prepare basic reports related to customer support activities.
• Document frequently occurring problems and their solutions.
• Professional Customer Handling
• Communicate politely and professionally with customers.
• Handle customer complaints patiently.
• Maintain good customer relationships and provide timely assistance.