Customer Support Executive

Job Description Customer Support Executive

Position: Customer Support Executive

Experience: Minimum 2 years
Location: [Location]
Employment Type: Full-Time
Department: Customer Support / Technical Support
Shift: Rotational Shifts

Job Summary

We are looking for a customer-focused and responsible Customer Support Executive with a minimum of 2 years of experience in customer support or technical support. The candidate should have hands-on experience handling customer queries through phone calls, chat, email, and ticketing tools.

The candidate should be comfortable working in a rotational shift environment, including different working hours based on business and customer support requirements.

Key Responsibilities

• Handle incoming customer support calls and provide appropriate assistance.
• Respond to customer queries through chat, email, and other communication channels.
• Create, update, assign, and close tickets using the ticketing/support management tool.
• Monitor open tickets and ensure timely follow-up until resolution.
• Understand and document customer issues accurately in the ticketing system.
• Coordinate with Development, QA, Implementation, and other internal teams for issue resolution.
• Follow up with customers to obtain additional information or confirmation when required.
• Keep customers updated on the status of their reported issues.
• Escalate critical or unresolved issues to the appropriate team or senior management.
• Maintain proper documentation of customer interactions, issues, resolutions, and follow-ups.
• Follow defined SLA, support processes, and escalation procedures.
• Perform basic troubleshooting and provide first-level support wherever applicable.
• Prepare and maintain daily/weekly support reports as required.
• Ensure tickets are properly updated before closure, including resolution/closure comments.
• Maintain a professional and customer-friendly approach during all interactions.

Required Skills & Experience

• Minimum 2 years of experience in Customer Support / Technical Support / Helpdesk.
• Hands-on experience with ticketing or support management tools such as Jira, Freshdesk, Zendesk, ServiceNow, or similar platforms.
• Experience handling customer support calls.
• Experience responding to customer chats and emails.
• Good verbal and written communication skills.
• Ability to understand, document, and explain customer issues clearly.
• Basic troubleshooting and problem-solving skills.
• Ability to manage multiple tickets and customer requests simultaneously.
• Good follow-up and coordination skills.
• Ability to work according to defined SLA and escalation processes.
• Basic knowledge of MS Excel/Google Sheets is preferred.

Shift Requirement

• Candidate must be willing and comfortable to work in rotational shifts.
• Should be flexible to work different shift timings based on business and customer support requirements.
• Willingness to work weekends/holidays on a rotational basis, if required.
• Shift schedules and weekly offs will be assigned according to the support roster.

Preferred Skills

• Experience in B2B SaaS, ERP, WMS, TMS, or business application support.
• Experience working with technical/development teams.
• Understanding of Bug, Enhancement, Change Request, and Inquiry workflows.
• Familiarity with SLA-based customer support environments.
• Experience preparing support reports and maintaining support documentation.

Key Competencies

• Customer-focused approach
• Strong communication skills
• Problem-solving ability
• Ownership and accountability
• Good time management
• Attention to detail
• Patience and professionalism
• Ability to prioritize and manage multiple tasks
• Strong follow-up skills
• Team collaboration

Qualification

• Bachelor's degree in any discipline.
• Candidates with relevant customer/technical support experience will be preferred.