Software Support Executive

Job Description

Organizational Overview: Yanolja Cloud Solution Pvt. Ltd. (YCS); formerly eZee Technosys, is a global end-to-end hospitality technology provider specializing in solutions for small and medium-sized accommodation businesses. With more than 450+ Team members and 17+ years of experience, YCS currently has 33,000+ customers in over 170 countries, with 50+ supported languages in our software, and a 24/7 support network to match. We have a Local team in 15+ countries including India, Thailand, Indonesia, Philippines, Sri Lanka, South Africa, Tanzania, Uganda, USA, and counting. Profile Overview: We are seeking a Customer Support Executive with 1-3 years of experience in Cloud Chat Support to join our team. The ideal candidate will be responsible for providing exceptional customer service and technical support to our clients through various communication channels. Technically proficient with a strong understanding of software products and the ability to troubleshoot issues effectively. Adept at analyzing needs, identifying solutions, and ensuring client satisfaction in a fast-paced environment. Team player with excellent communication and collaboration skills. Eager to contribute to a dynamic team and drive customer success within the hospitality industry or related sectors. Roles and Responsibilities: Respond to customer inquiries and issues through chat support in a timely and professional manner. Troubleshoot technical issues and provide solutions to customers. Escalate complex issues to the appropriate team members for resolution. Maintain accurate records of customer interactions and transactions. Provide product information and assistance to customers. Collaborate with other team members to improve customer support processes. Meet or exceed customer satisfaction goals and metrics. Top 5 Key Competencies: Proven ability to communicate effectively and foster positive business relationships. Strong relationship management and interpersonal skills. Analytical mindset to evaluate customer health and engagement metrics. Ability to work collaboratively across support and product teams. Technical proficiency in SaaS solutions and familiarity with CRM tools (e.g., HubSpot, Salesforce). Qualifications: Bachelor's degree in a related field or equivalent work experience. 1-3 years of experience in customer support or technical support. Excellent communication skills, both written and verbal. Strong problem-solving skills and attention to detail. Ability to work in a fast-paced environment and multitask effectively. Knowledge of cloud-based technologies and services is a plus. Must be able to do permanent night shifts . Should be able to do Rotation shifts and work on holidays. If you are a customer-focused individual with a passion for providing exceptional support, we encourage you to apply for the Customer Support Executive position.