Job Overview
We are looking for a customer-obsessed Customer Support Executive to join [Company Name]'s support team. You will be the first point of contact for our customers — resolving queries, troubleshooting issues, and ensuring every interaction leaves the customer satisfied. If you love helping people and solving problems, this role is a great fit.
Key Responsibilities
- Handle inbound customer queries via email, chat, phone, and support tickets
- Resolve product, billing, and technical queries within defined SLA targets
- Accurately document all interactions in the CRM / helpdesk tool
- Escalate complex or unresolved issues to senior support or technical teams
- Follow up with customers to ensure issue resolution and satisfaction
- Maintain deep product knowledge to provide accurate and efficient support
- Identify recurring customer issues and relay feedback to product and engineering teams
- Achieve customer satisfaction (CSAT) and first contact resolution (FCR) targets
Requirements & Qualifications
- 1–3 years of customer support experience (B2B SaaS or tech support preferred)
- Excellent verbal and written communication skills in English
- Familiarity with helpdesk tools (Zendesk, Freshdesk, Intercom)
- Patience, empathy, and a genuine passion for helping customers
- Ability to multitask and manage high query volumes
Core Skills & Technologies
Customer Query Handling
Helpdesk Tools (Zendesk/Freshdesk)
Email & Chat Support
CRM Usage
CSAT / SLA Management
Problem Solving
Escalation Handling
Product Knowledge
Nice-to-Have Qualifications
- Technical support background
- Experience supporting HR software or SaaS products
- Multilingual communication skills
What We Offer
- Competitive salary
- Fixed shifts with weekends off
- Health insurance
- Career growth to L2 Support / CSM
- Friendly and supportive team culture