Job Summary
We are seeking a highly motivated and customer-centric Customer Support Executive to ensure our customers achieve their desired outcomes while using our products. The ideal candidate will be an excellent communicator, a proactive problem solver, and someone who thrives in a dynamic startup environment, with the ability to handle both technical and non-technical issues/queries in a government/public-sector context.
Key Responsibilities
- Take calls with clients and resolve their queries/issues efficiently, ensuring smooth product usage and query resolution
- Triage and manage tickets raised by clients, ensuring effective closure through follow-ups with internal and external stakeholders
- Provide comprehensive support in resolving user issues via Voice Call, Email, Text, WhatsApp Chat, and other communication channels
- Manage large volumes of inbound and outbound calls in a timely manner, following communication scripts and best practices
- Handle escalations and complex queries while building sustainable relationships and trust through open and interactive communication
- Manage internal coordination across teams to expedite ticket resolution and maintain customer satisfaction
- Monitor and analyze customer metrics to assess health, engagement, and identify opportunities for improvement and growth
- Demonstrate patience and proficiency in understanding customer issues and accurately reporting findings to the internal team
- Compose professional email communications and follow up on pending issues proactively
Required Skills & Qualifications
- Excellent verbal and written communication skills in English; fluency in Telugu and/or Hindi is mandatory, with demonstrated ability to build strong customer relationships
- Minimum 1 year of prior experience in Customer Support or Customer Success role
- Proven ability to handle both technical and non-technical support issues
- Strong documentation, reporting, and presentation skills with proficiency in Google Sheets, PowerPoint, and reporting tools
- Excellent problem-solving skills and proactive approach to addressing customer needs
- Ability to work independently, manage multiple priorities, and thrive in a fast-paced, deadline-driven environment
- Proficient laptop/computer skills and comfort with multiple software platforms
- Analytical mindset with the ability to interpret data and generate actionable insights
- Openness to constructive feedback with accountability and commitment to continuous improvement
- Passion for delivering exceptional customer experiences and driving customer success
Preferred Experience
- Experience with ticket management and internal escalation processes
- Experience working on public-sector IT or government projects
- Familiarity with customer relationship management (CRM) tools
- Email writing and sales/coordination experience
Personal Attributes
- High level of professionalism and integrity
- Strong attention to detail and accuracy in documentation
- Ability to work effectively under regulatory and deadline-driven environments
- Proactive and solution-oriented mindset
- Strong negotiation and internal coordination skills
- Ability to work on-site in a client office environment
- Patience and empathy in customer interactions
- Self-motivated and goal-oriented approach
Compensation & Benefits
- Competitive salary package as per industry standards
- Long-term project stability
- Learning and development opportunities
- Professional work environment
- On-site placement with government/public-sector organization
Additional Requirements
- Must be available for immediate joining
- Must be willing to work on-site at client office in Lakdikapul, Hyderabad
- Ability to handle both pure technical and non-technical customer support issues
- Experience in internal coordination and ticket resolution processes
