Support executive

About the Company:

Mallow Technologies is a custom software development company, and we have experts covering a wide variety of the latest software development domains. We take pride in delivering high-quality mobile and web applications based on client needs. We do not make apps, we make dreams come true.

Mallow is a custom software development company. We have experienced professionals across a variety of trend-setting domains of software development. We have also developed many web and mobile applications. Our teams include RoR, PHP, DBA, DevOps, React. JS, Front-End, Android, iOS, QA and Business Analysts. Our client base is huge and so our professionals work to meet all the varied needs with one aspect, Quality.

Job Description:

We are looking for a proactive and customer-focused Support Executive to join our B2B SaaS team. In this role, you will be the first point of contact for our clients, ensuring a seamless support experience through prompt issue resolution, product guidance, and exceptional communication.Responsibilities:

• Respond to client queries via calls, emails, and chat platforms with a professional and empathetic approach.
• Understand client needs and provide accurate, timely solutions related to our SaaS product features and usage.
• Offer product walkthroughs and onboarding support to help customers get started and use the platform effectively.
• Troubleshoot and resolve customer issues within defined SLAs, escalating to technical teams when necessary.
• Maintain detailed records of client interactions, issues, and feedback using ticketing and CRM systems.
• Collaborate with the product and development teams to relay customer feedback and improve user experience.

Requirements:

• Bachelor's degree in any discipline.
• 1–3 years of experience in customer or technical support, preferably in a B2B SaaS environment.
• Strong problem-solving and communication skills, both verbal and written.
• Familiarity with support ticketing tools (e.g., Freshdesk, Zendesk) and CRM platforms.
• Ability to prioritize, and manage time efficiently in a fast-paced environment.
• A customer-first mindset with a focus on satisfaction and long-term client success.

Job Types: Full-time, Permanent

Pay: ₹250,000.00 - ₹450,000.00 per year

Benefits:

• Cell phone reimbursement
• Flexible schedule
• Health insurance
• Internet reimbursement
• Provident Fund

Shift:

• Day shift

Work Days:

• Monday to Friday

Work Location: In person