Customer Support Executive

About SmartWinnr

SmartWinnr is a leading global platform that uses gamification to enhance knowledge management and performance optimization for distributed sales teams. The platform serves Fortune 500 clients including Boston Scientific, Johnson & Johnson, and AstraZeneca, along with other major companies such as Abbott, Medtronic, HDFC Life, SBI Life, ICICI Prudential, and Aditya Birla to boost sales productivity. SmartWinnr has earned recognition from G2 as one of the top 50 sales products for two consecutive years, based on authentic customer reviews and feedback. 

Job Role: Customer Support Executive

Job Location: Hyderabad

Role Description

As a Customer Support Executive, you will be responsible for managing inbound calls through a dedicated support line and assisting with system-related queries. Your role involves documenting queries accurately, providing first-level support, and coordinating with the internal team for resolutions. This is a customer-facing role that requires strong communication skills, basic computer knowledge, and a service-oriented approach.

Key Responsibilities:

Call Handling & Query Management

• Answer inbound calls on the dedicated support line with professionalism.

• Log and document customer/system queries accurately.

• Maintain structured records for tracking and reporting.

Basic System Support

• Provide timely and accurate first-level responses to customer queries, ensuring issues are resolved effectively.

• Guide the users through basic troubleshooting steps.

• Escalate unresolved or technical issues to the internal team.

Collaboration & Escalation

• Work closely with the internal support team to ensure timely resolutions.

• Communicate escalated issues with complete details for faster problem-solving.

• Follow up to ensure query closure and customer satisfaction.

Documentation & Reporting

• Maintain logs of queries and call outcomes for reference.

• Prepare simple reports on recurring issues and support trends.

• Share daily, weekly and monthly updates with the internal team.

Professional Communication

• Ensure clear, polite, and professional communication with customers.

• Handle customer queries with patience and empathy.

• Represent SmartWinnr’s brand values in every interaction.

Requirements

Education

• A Degree in BCA, B.Tech, or equivalent qualification.

Professional Experience

• Minimum 1+ years of experience as a Customer Support Executive or in a similar role.

Knowledge & Technical Skills

• Computer literacy with knowledge of MS Office and good experience in Excel, along with basic troubleshooting skills.

• Experience in managing customer interactions across calls, emails, and chats.

Problem-Solving & Service Skills

• Ability to document queries and escalate effectively.

• Service-oriented approach with attention to detail.

• Comfortable working in a structured, process-driven environment.

Communication & Collaboration

• Strong verbal and listening skills with proficiency in English and Hindi communication

Kindly share your CV to us at hr@smartwinnr.com and we shall get back to you at the earliest. 

Please note: It would really help if you can mention the following as well while emailing us:

1. Are you immediately available?

2. Where is your base location?

3. What is your current CTC and expected CTC?