Customer Support / Help Desk Executive - Roles & Responsibilities
Job Title:
Customer Support / Help Desk Executive
To provide prompt and effective technical and customer support, resolve customer queries, ensure customer satisfaction, and maintain smooth communication between customers and the organization.
Key Responsibilities
1. Customer Support
Respond to customer inquiries professionally and promptly.
Understand customer requirements and provide appropriate solutions.
Follow up with customers until issues are resolved.
2. Help Desk Management
Log, track, and monitor customer complaints and service requests.
Create and maintain service tickets in the help desk system.
Escalate unresolved issues to the technical team or higher management.
Ensure timely closure of support tickets as per SLA.
3. Technical Coordination
Coordinate with engineers and service teams for issue resolution.
Schedule onsite visits, remote support sessions, and preventive maintenance activities.
Monitor progress of open service calls and update customers regularly.
4. Customer Relationship Management
Maintain positive relationships with existing customers.
Ensure high levels of customer satisfaction.
Collect customer feedback and share improvement suggestions with management.
Handle customer complaints professionally and effectively.
5. Documentation & Reporting
Maintain accurate records of customer interactions and service history.
Prepare daily, weekly, and monthly support reports.
Update customer databases and service records.
Maintain warranty, AMC, and service contract details.
6. Product & Service Knowledge
Stay updated on company products, services, and support procedures.
Assist customers with product usage, troubleshooting, and basic technical guidance.
Share product updates and service notifications with customers.
7. Administrative Support
Coordinate spare parts requirements with the service team.
Su
📌 Service Coordinator (Ekkatuthangal)
🏢 caresoft Technologies
📍 Ekkatuthangal
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.