Customer Support Executive

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About ZingHR

Customer Success Operations (CS Ops)

Key Responsibilities

• Serve as the

  techno-functional point of contact

  for clients within the assigned portfolio.
• Manage and track support tickets via platforms like

  Freshdesk

  , ensuring timely resolution by coordinating with internal teams such as Delivery and Product.
• Perform

  root cause analysis

  for recurring issues and provide long-term, sustainable solutions.
• Ensure

  SLA adherence

  for all client tickets while maintaining transparent communication on progress and resolution timelines.
• Configure and manage client instances on

  ZingHR

  , and train clients to perform configurations independently.
• Develop and execute

  customer engagement plans

  aligned with client business goals, ensuring effective product adoption and success.
• Collaborate with tech support and product teams to resolve client issues and improve product usability.
• Proactively

  identify risks

  , mitigate them, and escalate when necessary.
• Gather and share

  client feedback

  to help enhance product features and overall user experience.
• Conduct

  post-resolution follow-ups

  to ensure client satisfaction and identify any further support needs.

Skills & Competencies

• Strong familiarity with

  SaaS-based HRMS platforms

  (preferably ZingHR or similar).
• Experience in

  payroll module configurations

  and client-facing support roles.
• Proven ability to work in

  cross-functional environments

  for client issue resolution.
• Excellent

  problem-solving, multitasking, and time management

  skills in a fast-paced setting.
• Proficient in

  MS Office (Excel, Word, PowerPoint)

  .
• Strong

  verbal and written communication skills

  .

Key Qualifications

• Bachelor's degree in

  HR, IT, Business Administration

  , or a related field.

• 4 to 8 years

  of relevant experience in

  HRMS SaaS

  domain.
• Prior experience working in an

  agile development environment

  is preferred.