Role & responsibilities

- Interface with existing / new customers over phone and/or email
- Positive experience in Application support/ technical support
- Resolve service issues (Level 1 & 2 as appropriate) by understanding, clarifying customer problem, determining the cause, and ensuring resolution based on SLAs
- Manage customer expectations of response time, issue resolution and quality support
- Generate report on need basis
- Provide periodical summary report on calls / issues
- Escalate issues appropriately
- Analyse and provide feedback to reduce the number of issues experienced by customers
- Update ITSM tool / Issue Tracker with root cause and resolution steps against calls tracked

Update job knowledge by continuous self learning, interacting with team members and maintaining personal / professional networks

Technical Skills

- Basic knowledge of SQL
- Knowledge of MS Office Applications
- Experience in DMS/SFA/CSNG

📌 Customer Support Executive (Vapi)
🏢 Botree Software
📍 Vapi