Customer Support Executive

About the role:

As a Support Specialist, you will play a crucial role in ensuring customer satisfaction and smooth operations within the organization. Your primary responsibility will be to assist customers with technical issues, product inquiries, and general support needs. You will act as a liaison between customers and internal teams, providing timely and effective solutions to problems while maintaining a positive and professional demeanor.

Some of your key responsibilities will be:

Respond promptly to customer incident via support.

Provide accurate information and guidance to customers regarding product features, troubleshooting steps, and account management.

Ensure high levels of customer satisfaction through excellent service and problem resolution.

Follow predefined troubleshooting steps and knowledge base articles to resolve common issues. Identify issues that require escalation to Level 2 or Level 3 support teams due to complexity or severity.

Follow up with customers as well as internal team to ensure that escalated issues are resolved in a timely manner.

EXPERIENCE AND SKILLS

Bachelor's degree in information security, Computer Science, or a related field. Master's degree preferred.

Prior experience in a customer service or technical support role preferred.

Year of experience 0 to 1 yrs.

Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.

Technical aptitude with the ability to troubleshoot software, hardware, and network issues.

Excellent problem-solving skills and attention to detail.

Ability to work effectively in a fast-paced environment and prioritize tasks.