This role is for one of the Weekday's clients

Min Experience: 3 years

Location: Mumbai

JobType: full-time

We are looking for a customer-focused and technically proficient Customer Support Executive to provide post-implementation support and ensure smooth application operations for clients. The role involves resolving technical issues, guiding users, maintaining documentation, and collaborating with internal teams to deliver a reliable and high-quality support experience.

Key Responsibilities

Post-Implementation Support

- Provide ongoing technical support to clients after deployment to ensure stable and efficient application performance.
- Diagnose and resolve configuration issues, functional errors, and performance concerns in production environments.
- Guide clients on effective application usage and best practices to maximize value and productivity.

Technical Issue Resolution

- Receive, analyze, and resolve client-reported issues related to application functionality, integrations, and workflows.
- Log, track, and prioritize incidents using ticketing systems while meeting defined SLAs and support standards.
- Perform structured troubleshooting and escalate complex issues to engineering or implementation teams when required.

User Support & Training

- Assist users with access management, configuration settings, and process-related queries while ensuring security and data integrity.
- Create and share user guides, FAQs, and training materials to improve user adoption and self-service.
- Conduct virtual or on-site training sessions to explain features, integrations, and customization options.

Documentation & Knowledge Management

- Maintain accurate records of support cases, resolutions, and recurring issues.
- Update knowledge bases, help documents, and troubleshooting guides based on recent findings and product updates.
- Ensure proper documentation of all client interactions for reporting and service improvement.





Client Communication & Relationship Management

- Communicate clearly and proactively with clients regarding issue status, resolutions, and next steps.
- Build strong client relationships through timely support, follow-ups, and a customer-first approach.
- Collect client feedback and share insights with internal teams to improve products and services.

Monitoring & Continuous Improvement

- Monitor application performance and usage trends to identify and address potential issues early.
- Work closely with implementation and development teams to improve deployment processes and support readiness.
- Contribute to process improvements and service enhancements based on support insights.

Requirements

Education

- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- IT support or service management certifications are a plus.

Experience

- 3–5 years of experience in a customer support, helpdesk, or client-facing IT support role.
- Experience supporting cloud-based applications, CRM/ERP platforms, or SaaS products is preferred.

Technical Skills

- Strong troubleshooting skills for applications, integrations, APIs, and databases.
- Hands-on experience with ticketing and support tools such as Zendesk, Freshdesk, or similar platforms.
- Basic understanding of business processes such as CRM, sales, marketing, or ERP workflows.
- Knowledge of basic scripting or automation tools is an advantage.

Soft Skills

- Excellent verbal and written communication skills with the ability to explain technical issues simply.
- Strong customer-handling and stakeholder management abilities.
- Good problem-solving, multitasking, and time-management skills.
- Willingness to work in shift-based or extended support environments and continuously upskill.

Preferred Qualifications

- Certifications in cloud platforms or IT service management.
- Experience using reporting or analytics tools for support metrics.
- Exposure to AI-driven or automated support tools.

📌 Customer Support Executive (Mumbai)
🏢 Recognized
📍 Mumbai