Support Services Executive

We are looking for a motivated and customer-focused Support Services Executive to handle customer queries, troubleshoot issues, and provide timely resolutions. The ideal candidate should have experience with the Salesforce platform, along with strong communication, analytical, and problem-solving skills.

Responsibilities:

• Act as a primary point of contact for customer support requests.
• Analyze, troubleshoot, and resolve customer-reported issues within defined SLAs.
• Communicate regularly with customers and provide timely updates on case progress.
• Monitor support cases and ensure proper follow-up until closure.
• Meet defined targets for response time, resolution time, quality, and customer satisfaction.

Requirements:

• Salesforce and ERP knowledge is mandatory.
• 1-3 years of experience in customer support, application support, technical support, or a similar role.
• Familiarity with CRM systems and support ticketing tools is an added advantage, with Salesforce CRM experience preferred.
• Basic knowledge of SQL, Salesforce, ERP applications, or cloud-based applications is preferred.
• Strong communication, analytical, and problem-solving skills.
• Willingness to work in rotational shifts covering IST and EST time zones on alternate weeks, as required.

Preferred Skills:

• Experience in SaaS, ERP, CRM, or enterprise application support.
• Hands-on experience with the Salesforce Platform and Service Cloud
• Knowledge of SQL queries and database concepts.
• Experience working with support ticketing systems.
• Strong customer service and stakeholder management skills.
• Kindly request that candidates without Salesforce and ERP knowledge refrain from applying.