Customer Support Executive

Company Overview

InnoMaint is a cloud-based Enterprise Asset Management (EAM) and Computerized Maintenance Management System (CMMS) platform by Pinnacle Infotech, helping organizations digitize and streamline asset, maintenance, facility, and field-service operations.

With solutions powered by IoT, automation, analytics, and mobile technology, InnoMaint enables businesses to improve asset performance, optimize maintenance workflows, and drive operational efficiency across industries.

Position Name: Customer Support Executive (Software Product)

Years of Experience: 3-4 years

Location- Durgapur

Qualification- Any Degree

No. of open Position- 2

Position Summary:

• Providing prompt, knowledgeable, and effective assistance for a cloud-based software platform.
• Resolve customer queries related to account setup, product functionality, integrations, and performance, while delivering a seamless support experience via email, chat, or phone.

Technically proficient, customer-focused, and capable of translating complex concepts into simple, user-friendly solutions.

Primary Skills:

Expected Years of Exp

Ability to explain Software product concepts and workflow.

3-4 yrs

Logical thinking and root cause analysis.

3-4 yrs

Ability to work through complex customer inquiries.

3-4 yrs

Familiar in SaaS and web platforms.

3-4 yrs

Managing multiple tickets or chats efficiently.

3-4 yrs

Prioritize and manage the queries / issues.

3-4 yrs

Develop strategies to retain clients and reduce churn.

3-4 yrs

Monitor customer satisfaction through surveys or feedback and take action to address issues.

3-4 yrs

Secondary Skills:

Expected Years of Exp

Understanding of CRM/helpdesk tools.

3-4 yrs

Clear, concise verbal and written communication.

3-4 yrs

Working closely with product teams.

3-4 yrs

Job Responsibilities:

• Respond to customer inquiries via email, chat, phone, or ticketing systems.
• Documentation and writing skills.
• Diagnose and troubleshoot software issues, bugs, or user errors.
• Identifying the current and future business process.
• To do gap analysis.
• Escalate complex issues to the product development team.
• Provide onboarding support for new users.
• Create and maintain user guides, FAQs, and help documentation.
• Conduct product walkthroughs, webinars, or live training sessions.

Interested candidates, kindly share your resume at [Confidential Information]