Customer Support Executive

Data Eminence · Tamil Nadu, India

As a Customer Support Executive, you will serve as the primary point of contact for customers, providing exceptional support through multiple communication channels including email, chat, phone, and support ticketing systems. You will help resolve customer inquiries, troubleshoot issues, provide product guidance, and ensure a positive customer experience while maintaining high service quality and customer satisfaction.

Your responsibilities may include handling customer queries, resolving technical and non-technical issues, documenting customer interactions, collaborating with internal teams, maintaining service-level agreements (SLAs), and contributing to continuous improvements in customer support processes.

Responsibilities

• Respond to customer inquiries via email, chat, phone, and support ticketing systems.
• Provide accurate information about products, services, features, and company policies.
• Resolve customer complaints professionally while ensuring high customer satisfaction.
• Troubleshoot basic technical and account-related issues and escalate complex problems to appropriate teams.
• Track, document, and manage customer interactions using CRM and helpdesk software.
• Follow up with customers to ensure timely resolution of reported issues.
• Collaborate with product, engineering, and operations teams to resolve customer concerns.
• Maintain customer records and update support documentation.
• Meet service-level agreements (SLAs) for response time, resolution time, and customer satisfaction.
• Identify recurring customer issues and recommend process or product improvements.
• Stay updated on product features, updates, and company policies.
• Deliver professional, empathetic, and customer-focused support at all times.

Requirements

• Bachelor's degree in any discipline or an equivalent qualification.
• Excellent verbal and written communication skills in English.
• Strong interpersonal and customer service skills.
• Ability to understand customer concerns and provide effective solutions.
• Basic computer proficiency and familiarity with office productivity tools.
• Strong problem-solving and analytical thinking abilities.
• Ability to multitask and prioritize work in a fast-paced environment.
• Positive attitude with a customer-first mindset.
• Willingness to work flexible shifts if required.
• Prior customer support, BPO, helpdesk, or service experience is preferred but not mandatory.

Preferred Qualifications

• Experience using CRM platforms such as Salesforce, HubSpot, Zoho CRM, or Freshdesk.
• Familiarity with ticketing systems like Zendesk, Freshdesk, Jira Service Management, or Intercom.
• Basic understanding of SaaS products, web applications, or technical troubleshooting.
• Experience supporting customers through live chat, email, and phone.
• Knowledge of customer success principles and support best practices.
• Strong conflict resolution and complaint-handling skills.
• Experience maintaining knowledge base articles and FAQs.
• Ability to analyze customer feedback and identify service improvements.
• Familiarity with Microsoft Office and Google Workspace.
• Experience working in a target-driven customer support environment.

Skills

• Customer Service
• Customer Support
• Communication Skills
• Problem Solving
• Active Listening
• Email Support
• Live Chat Support
• Phone Support
• CRM Software
• Zendesk
• Freshdesk
• Salesforce CRM
• HubSpot CRM
• Ticket Management
• Technical Troubleshooting
• Conflict Resolution
• Time Management
• Documentation
• Microsoft Office
• Google Workspace
• Team Collaboration
• Customer Relationship Management

Compensation

Projects are compensated based on complexity and duration, with earnings ranging from 90/hour to 250/hour.

What You'll Gain

• Develop expertise in professional customer communication and relationship management.
• Gain hands-on experience with leading CRM platforms and customer support tools.
• Learn industry-standard customer service processes, ticket management, and SLA compliance.
• Work alongside experienced customer success, operations, and product teams.
• Build strong problem-solving, communication, and conflict-resolution skills.
• Create a solid foundation for career growth in Customer Success, Technical Support, Client Relations, Operations Management, Account Management, or Business Development.