Role Overview
As a Customer Support Executive, you will be responsible for providing timely, effective, and solution-oriented support to our customers.
The role involves understanding customer requirements, troubleshooting product and technical issues, resolving queries, conducting user training, managing subscription renewals, and working closely with internal teams to continuously improve the customer experience.
The ideal candidate should be patient, proactive, customer-focused, technically curious, and comfortable taking ownership of problems.
Key Responsibilities
Customer Support & Issue Resolution
- Handle customer queries through calls, WhatsApp, email, tickets, and other support channels.
- Understand customer issues clearly and provide appropriate solutions.
- Troubleshoot product, technical, data, integration, and functional issues.
- Take ownership of customer issues until resolution or proper handover.
- Ensure timely follow-ups and keep customers informed about issue status.
- Escalate complex technical issues to the relevant internal teams with complete information.
- Maintain proper documentation of customer interactions and resolutions.
Customer Success & Relationship Management
- Build strong and skilled relationships with customers.
- Understand customer requirements and help them use the product effectively.
- Proactively identify recurring issues and communicate them to the relevant teams.
- Ensure customers receive a positive experience throughout their association with Evanik.
- Identify opportunities where additional product features or solutions can add value to the customer.
Subscription Renewals
- Manage and follow up on subscription renewals.
- Track upcoming expiries and engage customers well in advance.
- Understand renewal-related concerns and work towards successful retention.
- Coordinate with the sales/accounts team wherever required.
- Maintain accurate renewal and customer status records.