Customer Support- Senior Executive

You will serve as the primary contact for customer queries via email, chat, and phone. Your main responsibility will be to guide clients through system functionalities and ensure seamless adoption. In case of complex issues, you will troubleshoot and escalate them to the product or tech teams as required. It is essential to maintain accurate records of interactions in the CRM and ticketing system. Furthermore, you will need to identify recurring issues and collaborate with internal teams to enhance product performance and user satisfaction. Lastly, you will play a crucial role in educating users about product updates, new features, and best practices. - Serve as the primary contact for customer queries via email, chat, and phone - Guide clients through system functionalities and ensure seamless adoption - Troubleshoot and escalate complex issues to the product or tech teams as required - Maintain accurate records of interactions in the CRM and ticketing system - Identify recurring issues and collaborate with internal teams to enhance product performance and user satisfaction - Educate users about product updates, new features, and best practices - Bachelor's degree in any discipline - Minimum 2 years of experience in a customer support role, preferably in a SaaS or HRTech company - Strong communication and interpersonal skills - Familiarity with support tools like Zendesk or Freshdesk - Ability to manage multiple conversations and prioritize effectively - Experience supporting B2B SaaS products or HRMS/HRIS platforms,