We are looking for an Executive: Delivery & Customer Support who will serve as the primary point of contact for customers post-implementation. This role involves providing product training, troubleshooting technical and functional issues, ensuring smooth platform adoption, and delivering an excellent customer experience.
Responsibilities
- Conduct product training sessions for new and existing customers via calls, screen sharing, and demos.
- Help customers understand platform features, workflows, and best practices.
- Ensure smooth onboarding and successful product adoption.
- Handle day-to-day customer queries and technical issues via calls, emails, and support tools.
- Diagnose, troubleshoot, and resolve product-related issues efficiently.
- Coordinate with internal tech and product teams for issue escalation and resolution.
- Ensure timely closure of support tickets with proper documentation.
- Act as a trusted advisor and support partner for customers.
- Provide prompt, accurate, and professional responses to customer concerns.
- Maintain strong relationships to ensure customer satisfaction and retention.
- Maintain records of customer interactions, issues, and resolutions.
- Create and update help documents, FAQs, and training materials.
- Follow defined support processes and service standards.
- Collect customer feedback and share insights with product and engineering teams.
- Identify recurring issues and suggest improvements.
Requirements
- 1-3 years of experience in Customer Support, Technical Support, or Customer Success (preferably in SaaS or software products).
- Strong communication and presentation skills.
- Ability to explain technical concepts in simple terms.
- Good troubleshooting and analytical skills.
- Basic understanding of CRM, ERP, or SaaS platforms.
- Strong problem-solving attitude and customer-first mindset.
- Ability to manage multiple customers and priorities.
- Experience in SaaS, CRM, or ERP support.
- Experience in conducting customer training sessions.
- Familiarity with ticketing tools and remote support tools.
This job was posted by Didhiti Dasgupta from Buildesk.
