Customer Support Executive

As a Customer Support Executive L1 at AiTrillion, your role is crucial in ensuring customer satisfaction and retention by providing exceptional support and assistance to valued clients. You will be the first point of contact, addressing inquiries, resolving issues, and guiding users through the AiTrillion platform. Your responsibilities include: - Responding promptly to customer inquiries via email, chat, or phone in a professional and courteous manner. - Identifying customer needs, troubleshooting technical issues, and providing appropriate solutions or workarounds. - Guiding customers through the setup and configuration of the AiTrillion platform for a smooth onboarding experience. - Escalating complex issues to the appropriate internal teams and ensuring timely resolution. - Maintaining accurate records of customer interactions and transactions using the CRM system. - Collaborating with team members to improve processes, share knowledge, and contribute to the overall success of the customer support team. - Proactively identifying opportunities to educate customers on product features and best practices for optimizing their use of AiTrillion. - Staying up-to-date with product changes, new features, and industry trends to provide informed recommendations to customers. Qualifications required for this role: - Bachelor's degree in Business Administration, Computer Science, or a related field (or equivalent work experience). - Previous experience in a customer support or help desk role, preferably in a SaaS environment. - Strong communication skills with the ability to explain technical concepts to non-technical users. - Excellent problem-solving skills and the ability to think critically under pressure. - Familiarity with e-commerce platforms and marketing automation tools is advantageous. - Ability to work independently and collaboratively in a fast-paced environment. - Flexibility to work in shifts, including weekends and holidays, as needed.,