Customer Support Executive-Tech

At myoperator, we're revolutionizing how businesses connect with their customers through our innovative B2B SaaS solutions. We are on the lookout for a highly motivated, tech-savvy, and customer-obsessed Customer Support Executive - Tech to join our growing team. If you are passionate about solving technical challenges, building strong customer relationships, and thrive in a dynamic, fast-paced B2B SaaS environment, we want to hear from you!

What You'll Do:

As a Customer Support Executive - Tech, you will be the primary point of contact for our valued B2B clients, ensuring their success and satisfaction with myoperator's products. Your responsibilities will include:

• Become a Product Expert: Develop an in-depth understanding of myoperator's B2B SaaS products and services, including their technical functionalities, integrations, and common use cases.
• Deliver Technical Support: Provide prompt, professional, and accurate technical support to customers via calls, emails, and chats, addressing inquiries related to product features, troubleshooting, configurations, and general usage.
• Achieve First Contact Resolution (FCR): Strive for high First Contact Resolution (FCR) rates by efficiently diagnosing and resolving technical issues during the initial interaction.
• Manage Support Tickets: Effectively manage and prioritize support tickets, ensuring clear, concise, and well-documented responses and resolutions within defined SLAs.
• Collaborate for Complex Issues: Escalate complex technical issues to higher-tier support, product, or engineering teams when necessary, providing detailed context and diagnostic information.
• Address Diverse Inquiries: Assist customers with a range of inquiries including product onboarding, feature explanations, API usage questions, service status, and complaint resolution.
• Meet Performance Targets: Consistently meet and exceed daily and weekly individual and team performance targets related to response times, resolution rates, and customer satisfaction.
• Contribute to Improvement: Share valuable customer insights and feedback with internal teams (Product, Engineering, Sales) to drive continuous improvement in our products, services, and support processes.

Requirements:

• Experience: 1-3 years of proven experience in a technical customer support role, preferably within a B2B SaaS or IT services industry.
• Technical Aptitude: Strong ability to understand, troubleshoot, and explain technical concepts and issues related to software platforms. Familiarity with CRM tools, ticketing systems (e.g., Zendesk, Freshdesk), and remote support tools is a plus.
• Communication Skills: Excellent written and verbal communication skills in English, with the ability to articulate complex technical information clearly and empathetically to non-technical users.
• Problem-Solving: Strong analytical and problem-solving skills, with a keen eye for detail and a methodical approach to issue resolution.
• Time Management: Proven ability to manage time effectively, multitask, and prioritize in a fast-paced, high-volume environment.
• Customer-Centric: A genuine passion for helping customers and a strong customer-first mindset.
• Adaptability: A willingness to learn new technologies, adapt to evolving product features, and grow within a dynamic team.

Benefits:

• A supportive and collaborative team culture that values innovation and mutual growth.
• Significant opportunities for professional development and career advancement within a rapidly expanding B2B SaaS company.
• Work with a purpose-driven brand that is dedicated to customer satisfaction and technological excellence.

Job Types: Full-time, Permanent

Pay: ₹350,000.00 - ₹400,000.00 per year

Benefits:

• Health insurance
• Internet reimbursement
• Leave encashment
• Life insurance
• Paid sick time
• Provident Fund

Schedule:

• Day shift

Supplemental Pay:

• Performance bonus

Application Question(s):

• Any experience you have in B2B SaaS?
• What is your Fixed CTC?

Work Location: In person

Speak with the employer
+91 9267989047