Customer Support Executive

As a Customer Support Executive at ZingHR, you will be responsible for providing exceptional support to clients within the assigned portfolio. Your key responsibilities will include: - Serving as the techno-functional point of contact for clients, ensuring their needs are addressed effectively. - Managing and tracking support tickets through platforms like Freshdesk, coordinating with internal teams for timely resolutions. - Performing root cause analysis for recurring issues and providing sustainable solutions. - Ensuring adherence to SLAs for all client tickets and maintaining transparent communication on progress and resolution timelines. - Configuring and managing client instances on ZingHR, and providing training for independent configurations. - Developing and executing customer engagement plans aligned with client business goals for effective product adoption and success. - Collaborating with tech support and product teams to resolve client issues and enhance product usability. - Proactively identifying risks, mitigating them, and escalating when necessary. - Gathering and sharing client feedback to enhance product features and user experience. - Conducting post-resolution follow-ups to ensure client satisfaction and address any further support needs. Your skills and competencies will include: - Strong familiarity with SaaS-based HRMS platforms, preferably ZingHR or similar systems. - Proven ability to work in cross-functional environments for effective client issue resolution. - Excellent problem-solving, multitasking, and time management skills in a fast-paced setting. - Proficiency in MS Office applications such as Excel, Word, and PowerPoint. - Strong verbal and written communication skills. Key qualifications for this role include: - A Bachelor's degree in HR, IT, Business Administration, or a related field. - 4 to 8 years of relevant experience in the HRMS SaaS domain. - Prior experience working in an agile development environment is preferred.,