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Coyolia Technologies
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Customer Support Executive

Customer Support Executive

Coyolia Technologies

0 years

0 Lacs

hyderabad telangana india

Posted:1 month ago| Platform:

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Skills Required

support technology saas chat triage resolve engineering drive documentation billing onboarding training salesforce service measurement voip model collaboration learning collaborative metrics

Work Mode

On-site

Job Type

Full Time

Job Description

Primary title (standardized):

Customer Support Specialist

About The Opportunity

A growth-oriented technology company operating in the SaaS and digital services sector, delivering customer-facing solutions and platform support to B2B and B2C customers. We run multi-channel support functions that prioritise fast resolution, high customer satisfaction, and continuous process improvement.

Role & Responsibilities

Own inbound customer interactions across email, phone, and live chat—triage, diagnose, and resolve issues within defined SLAs.
Create and manage support tickets using the helpdesk system; escalate complex issues to technical teams and track resolution progress.
Maintain and update the knowledge base and standard operating procedures to reduce repeat tickets and improve first-contact resolution.
Collect and document customer feedback and issue patterns; collaborate with Product and Engineering to drive product fixes and enhancements.
Ensure accurate case documentation, follow-ups, and handoffs for billing, account, and technical requests; close tickets with clear resolution notes.
Support onboarding and training activities for new customers and contribute to internal training materials for the support team.

Skills & Qualifications

Must-Have

Zendesk
Freshdesk
Intercom
Salesforce Service Cloud
Helpdesk ticketing systems
Live chat tools

Preferred

CSAT and NPS measurement tools
MS Excel
VoIP systems

Qualifications & Experience (summary)

Proven experience in customer-facing support roles within SaaS, tech product, or digital services environments is preferred.
Comfort with hybrid workplace model; must be able to work from company office on designated days in India.
Customer-centric attitude, ability to multi-task across channels, and strong written English for clear documentation and email responses.

Benefits & Culture Highlights

Hybrid work model with flexible in-office days to balance collaboration and focused work.
Learning and upskilling opportunities tied to product, customer success, and support tooling.
Collaborative, metrics-driven culture focused on customer impact and continuous improvement.

How To Apply

If you are a proactive customer support professional who enjoys solving problems, driving customer satisfaction, and improving processes in a fast-paced SaaS environment, apply with your resume and a brief note describing your experience with helpdesk platforms and multi-channel support.Skills: ticketing,customer onboarding,customer support,training,customer satisfaction,customer training,customers support,it support

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Customer Support Executive