This is a remote position.
We are looking for a motivated and customer-centric Customer Support Executive to join our team at MTechZilla. In this role you will be the voice of our clients customers - helping to solve issues quickly, accurately and with great empathy. You will work across phone, email and chat channels, collaborate with internal teams, and help constantly improve our support processes and tools.
What you will do:
- Provide timely and accurate customer support via phone, email and chat.
- Identify, troubleshoot and resolve customer issues and complaintsensuring excellent outcomes.
- Document and track customer interactions, resolutions and follow-up actions using CRM/support tools.
- Collaborate with engineering, product, operations and other internal teams to resolve complex issues and escalate when needed.
- Maintain high levels of customer satisfaction, proactively identify trends in issues and suggest improvements to support processes and tools.
- Work in a fast-moving environment, adapt to changing customer needs and support a startup-style culture of ownership and continuous improvement.
Requirements
Must-have:
- 5+ years of experience in customer support or a closely related role.
- Excellent verbal and written communication and interpersonal skills.
- Strong problem-solving abilities and the ability to remain calm in high-pressure situations.
- Experience with support tools/CRM software and tracking customer interactions.
- Strong organisational skills, ability to multitask and manage priorities independently and as part of a team.
- Comfortable working remotely or in a hybrid setup, and across different time zones if needed.
Good-to-Have Skills:
- Experience in technical support or working with SaaS/tech-product companies.
- Familiarity with chat/live-chat support tools, ticketing systems, analytics for support metrics.
- Experience working with US/European customers or global support operations.
- Ability to analyse customer support data to identify issues and propose process enhancements.
Benefits
- Competitive salary and benefits package (as per role and experience).
- Flexible working hours and remote/hybrid work options - supporting work-life balance.
- Collaborative, inclusive, high-energy team culture where your ideas matter.
- Opportunities for professional growth and development - work with cutting-edge technologies and challenging projects.
- Be part of a company whose mission is to build innovative tech solutions that empower businesses.
- Transparent, respectful and fair working environment.
