Customer Service Executive

Job Title: Customer Service Executive

About Stepin Solutions:

Stepin Solutions is a market leader in Backend IT operations, having customers from 33+ countries, and having partners in Israel and the USA. We started our journey in 2011 with 2 teammates, which has now grown to 50 people. We invite you to join our crazy and inspiring team with a mission to grow the organization together.

Job Summary:

We are hiring a Customer Service Team Member with 1-2 years of experience to ensure high-quality support services.

Responsibilities:

• We are seeking computer and internet-savvy candidates with 1 to 2 years of back office/customer support work experience.
• Candidates who are technology-friendly and possess excellent communication skills, coupled with a willingness for on-the-job learning
• Communicate with international clients. Thus, proficiency in English is a must (verbal and written).
• Drafting campaign emails, Publishing content on the site, and creating landing pages.
• Generating reports from various tools, combining those in MS Excel, and other relevant tools.
• Monitoring software performance and issuing alerts in the event of a malfunction.
• Ensuring that email design and layout are bug-free.
• Generating backups
• Other relevant backend operations
• Understand and become conversant with the workflow of a relatively large software application.
• Understand, interpret, diagnose, and resolve customer problems.
• Communicate clearly and precisely with customers (via email, chat, or phone calls) and maintain accurate and timely records in related databases.
• Work with members of the team and other departments for root cause analysis and to identify issues with the software application, third-party plug-ins, hardware infrastructure, and connectivity.
• 24/7 monitoring and management of events affecting technology services and infrastructure takes place.

Required Qualifications:

• Graduates from any stream.

Preferred Qualifications:

• Graduates from any stream.
• Basic knowledge of Computers.
• Basic knowledge of email marketing.
• Customer Support Experience.

Requirements:

• Ability to multitask, prioritize, and manage time effectively
• Ability to quickly grasp and understand new tasks and concepts
• Ability to troubleshoot customer problems (Ex, DNS, Domain pointing, and Domain Tracking)
• Punctuality towards the responsibilities
• Handling Pressure in Emergency Situations Patiently
• Basic Concepts of Web and Email Technology
• They should also have experience in customer service, including troubleshooting technical issues and providing customer support in a timely manner.
• Monitoring infrastructure and systems (Emails, Graphs, etc)
• Good with online error monitoring tools
• For a customer service executive profile, the ideal candidate should have a good understanding of software systems.

Soft Skills:

• Time management.
• Strong problem-solving skills.
• Quality focus.
• Positive attitude.
• Proactive incident handling.
• Effective communication skills.
• Team collaboration.
• Attention to detail.

Hard Skills:

• Experience with customer support tools and ticketing systems.
• Basic knowledge of networking and troubleshooting.
• Familiarity with web-based applications and email infrastructure.
• Experience in monitoring and reporting tools.
• Ability to generate reports and analyze data (Excel, Google Sheets, CRM tools).
• Knowledge of online error tracking and debugging tools.

Benefits:

• Hybrid work mode.
• Full-time employment.
• EPF/ESIC as per the Govt compliance guidelines.
• Yearly increments based on your performance.

Working days:

Rotational Shift Timing:

• Day 1: Mon: 12:00 pm to 8:00 pm
• Day 2: Tue: 6:00 am to 12:00 pm AND 8:00 pm to 6:00 am
• Day 3: Wed: Day Off
• Day 4: Thu: 12:00 pm to 8:00 pm
• Day 5: Fri: 6:00 am to 12:00 pm AND 8:00 pm to 6:00 am
• Day 6: Sat: Day Off
• Day 7: Sun: 12:00 pm to 8:00 pm
• Day 8: Mon: 6:00 am to 12:00 pm AND 8:00 pm to 6:00 am
• Day 9: Tue: Day Off
• This rotational shift pattern will continue

Remuneration:

• The compensation package is competitive and aligned with industry standards. In addition to a fixed monthly salary, we offer attractive performance-based incentives and annual bonuses to recognize and reward exceptional contributions.

Job Type: Full-time

Job Type: Full-time

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person