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Cognitionteam
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Customer Support Executive

Customer Support Executive

Cognitionteam

2 - 4 years

0 Lacs

ahmedabad gujarat india

Posted:1 week ago| Platform: Foundit logo

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Skills Required

saas platforms crm tools technical terminology zendesk freshdesk

Work Mode

On-site

Job Type

Full Time

Job Description

Experience:

1-2 years

Location:

Ahmedabad

Requirements

2+ years of experience in customer support, preferably for international clients
Excellent spoken and written English communication skills
Proven ability to handle US, UK, and European customers with professionalism and cultural awareness
Experience using CRM tools such as Zendesk, Freshdesk, or HubSpot
Strong interpersonal skills and a problem-solving mindset
Ability to manage and resolve queries via email, chat, and phone
Basic understanding of software/SaaS platforms and related technical terminology
Bachelor's degree in any discipline

NICE TO HAVE

Prior experience working night shifts or overlapping with US/UK/European time zones
Familiarity with service SLAs and escalation procedures
Exposure to SaaS product support or software troubleshooting
Understanding of support metrics like CSAT, FCR, and AHT
Ability to document user feedback and contribute to knowledge base updates

Responsibilities

Serve as the first point of contact for international clients via chat, email, and phone
Provide timely and accurate support for product-related queries and issues
Maintain detailed and organized customer interaction records in the CRM
Escalate unresolved issues to the appropriate internal teams while ensuring prompt follow-ups
Deliver a high-quality support experience tailored to US, UK, and European customers
Offer product walkthroughs, onboarding assistance, and technical support when needed
Collaborate closely with internal teams to improve processes based on customer feedback

WHAT YOU WILL GET WITH Cognitionteam

Close cooperation with a customer
Challenging tasks
Competence development
Ability to influence project technologies
Team of professionals
Dynamic environment with low level of bureaucracy

ABOUT Cognitionteam

Cognitionteam is the partner of choice for few of world's leading corporations, SMEs, and technology competitors. We help companies elevate their value through custom software development, product design, QA, and consultancy services..

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