Customer Support Executive

VGEN Soft is hiring a Customer Support Executive to support Client's drivers and customers by phone, email, and social media, during the 6:30 AM 2:30 PM IST shift.

Role overview

Job title:

Employer

Shift :

Location:

Employment type:

Experience

Entry level; prior customer service experience is a plus

You will be the first point of contact for Client's drivers and customers. You'll answer questions, resolve payment and installation issues, manage tickets across channels, and share regular reports with the Client team. VGEN Soft handles your payroll, onboarding, training, and equipment, while you work day to day as part of Client's support team.

About Client and VGEN Soft

Client is a Los Angeles–based new-generation media company that turns everyday vehicles into a moving media network. Drivers apply campaign Client to their own cars and earn money on miles they already drive, while brands get verified, measurable reach. Client has a network of 28,600+ vehicles across 18 U.S. markets.

VGEN Soft is a workforce solutions provider. We recruit talent, employ them on our payroll, and manage them end to end, while they work as part of our clients' teams.

Key responsibilities

Customer and driver support

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* Respond to queries by email and through social media channels such as Instagram and Facebook.

* Help drivers with onboarding, Client installation, and use of the Client mobile app.

* Resolve payment and payout issues, such as pending earnings, payout details, and account questions.

Ticket management

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* Respond to tickets that come in from any channel, including social media, email, and phone.

* Follow up until each issue is resolved, and escalate complex cases to the right Client team.

Reporting

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* Flag recurring issues and suggest improvements to the Client team.

Customer experience

* Handle every interaction with empathy, patience, and professionalism.

* Keep accurate records of customer interactions.

* Follow Client's guidelines, processes, and service standards.

Qualifications and skills

Required

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* Excellent spoken English with a clear, neutral accent.

* Strong written communication, with the ability to write clear, professional email and chat responses.

* Comfortable with Microsoft Office (Outlook, Word, Excel).

* Quick to learn ticketing, CRM, and call center tools, and to work across social media platforms.

* Willing to work the 6:30 AM - 2:30 PM IST.

Preferred

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* Experience creating simple reports in Excel or similar tools.

* Familiarity with ticketing tools such as Zendesk, Freshdesk, or HubSpot.

Personal qualities

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* Takes ownership and sees tasks through to closure.

* Works independently and responsibly with minimal supervision.

* Organized, detail-oriented, and calm under pressure.

What we offer

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* Full onboarding and training on Client's products, tools, and processes.

* Equipment and ongoing support from VGEN Soft.

* Growth opportunities across VGEN Soft's client engagements.

How to apply

Send your resume to Sara at sara@vgensoft.com with the subject line "Customer Support Executive – Client."