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appitsimple infotek pvt ltd

Customer support executive

appitsimple infotek pvt ltd
Ahmedabad, India
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Job Description

What You'll Do

  • Handle live chats and support tickets across multiple channels on a daily basis
  • Maintain an Average Response Time (ART) of under 1 minute, as live chat is our primary support channel
  • Consistently achieve a CSAT score of 4/5 or higher
  • Meet defined SLA targets for first response and resolution across chats, tickets, and WhatsApp support
  • Provide timely and accurate WhatsApp support with a customer-first approach
  • Close a high volume of support tickets each month without compromising on quality
  • Troubleshoot issues efficiently and provide clear solutions to ensure customer retention
  • Take ownership of issues until resolution and coordinate with internal teams when escalation is required

Required Skills & Experience

  • Prior experience in Technical Support, preferably for VoIP / Telecom / SaaS products
  • Strong hands-on experience in troubleshooting application-based software
  • Basic understanding of VoIP concepts such as call flow, DID numbers, carriers, and call logs
  • Excellent written/Verbal communication skills
  • Ability to work in a fast-paced, performance-driven support environment
  • Comfortable working with support metrics like CSAT, SLA, ART, and ticket closure targets

More Info

Job Type:
Permanent Job
Industry:
Other
Function:
Technical Support
Employment Type:
Full time

Job ID: 149579157

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Last Updated: 22-06-2026 10:20:00 PM
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