Customer Support Executive

Role & responsibilities

• Interface with existing / new customers over phone and/or email
• Good experience in Application support/ technical support
• Resolve service issues (Level 1 & 2 as appropriate) by understanding, clarifying customer problem, determining the cause, and ensuring resolution based on SLAs
• Manage customer expectations of response time, issue resolution and quality support
• Generate report on need basis
• Provide periodical summary report on calls / issues
• Escalate issues appropriately
• Analyse and provide feedback to reduce the number of issues experienced by customers
• Update ITSM tool / Issue Tracker with root cause and resolution steps against calls tracked

Update job knowledge by continuous self learning, interacting with team members and maintaining personal / professional networks

Technical Skills

• Basic knowledge of SQL
• Knowledge of MS Office Applications
• Experience in DMS/SFA/CSNG