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Avia Technologies
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Customer support Executive

Customer support Executive

Avia Technologies

3 years

1 - 2 Lacs

hyderabad telangana india

Posted:1 week ago| Platform:

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Skills Required

support chat service remediation escalation messaging engineering onboarding troubleshooting resolve multilingual checks training collaborative learning management

Work Mode

On-site

Job Type

Full Time

Job Description

Role & Responsibilities

Respond to inbound customer enquiries via phone, email, and chat—provide timely, accurate solutions and document interactions in the CRM.
Diagnose and troubleshoot product/service issues, guiding customers through step-by-step remediation and escalation when required.
Manage tickets end-to-end: prioritize, update status, meet SLA targets, and ensure clean handoffs to 2nd-level support.
Maintain high first-contact resolution (FCR) and quality standards; follow scripts and adapt messaging for customer clarity and retention.
Track recurring issues and collaborate with product and engineering teams to feed back trends and suggest improvements.
Contribute to knowledge base articles, SOPs, and onboarding materials to reduce repeat enquiries and speed up new-hire ramp-up.

Skills & Qualifications

Must-Have

1–3 years customer support experience, ideally on-site in India.
Strong verbal and written English, Telelugu
Proven ability to meet SLA/KPI targets (FCR, AHT, CSAT) in a fast-paced environment.
Good troubleshooting skills and basic technical/product understanding to resolve user issues.
Reliable attendance for on-site shifts, strong interpersonal skills, and customer-first mindset.

Preferred

Experience supportingg for collegues or Universities
Multilingual ability or local language proficiency relevant to the assigned location.
Familiarity with knowledge-base authoring, QA checks, and continuous-improvement practices.

Benefits & Culture Highlights

Structured on-site onboarding with mentor-led training and clear performance milestones.
Opportunities for role growth into Senior Support, Quality, or Product-facing positions.
Collaborative team culture focused on customer impact, learning, and operational excellence.

Location: Hyderabad. Willing to work in shifts
Skills: escalation management,onboarding,skills,customer support

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