Customer Support Executive

Primary job title (standardized): Customer Support Representative

About The Opportunity

• Respond to inbound customer inquiries across voice, email and live chat and resolve issues within defined SLAs while maintaining high CSAT.
• Troubleshoot product/service issues, replicate customer scenarios and provide clear, step-by-step resolutions or workarounds.
• Log, categorize and update tickets accurately in the CRM or helpdesk; ensure case notes and tags support reporting and trend analysis.
• Escalate technical or billing issues to appropriate teams and follow through until full resolution and customer confirmation.
• Meet individual KPIs (first response time, resolution time, CSAT) and contribute to team performance and target achievement.
• Contribute to knowledge base updates, propose process improvements and assist in onboarding/training new team members.
  

Skills & Qualifications

• Proven experience using Zendesk or Freshdesk in a live support environment.
• Familiarity with Salesforce Service Cloud or equivalent CRM platforms.
• Experience with live-chat platforms such as Intercom or LiveChat and handling multichannel tickets.
• Comfortable using VoIP/softphone systems for high-volume inbound/outbound voice support.
• Strong data-handling skills in MS Excel for reporting and ticket analysis.
• Ability to work on-site in India and adhere to rostered shift timings, including rotational shifts if required.
  

Preferred

• Experience supporting e-commerce or fintech platforms (Shopify, Razorpay, payment gateways).
• Exposure to CX analytics tools (Zendesk Explore, Freshdesk Analytics) or basic reporting dashboards.
• Multilingual support capabilities (Hindi plus fluent English) for pan-India coverage.
  

Additional Qualifications

• Minimum 1+ years of customer support or contact center experience preferred.
• Excellent verbal and written English communication; clarity on phone and chat is essential.
• Customer-first attitude with a track record of meeting SLA-driven KPIs and quality checks.
  

• Competitive base salary with performance-linked incentives and attendance benefits.
• Structured learning, career progression and opportunities to move into specialist or leadership roles.
• Collaborative on-site culture with regular coaching, team events and process-driven operations.