Job Summary

The Senior Support Executive will provide timely, effective, and customer-focused support to clients using our platform. This role ensures a smooth post-onboarding experience by resolving issues, answering queries, and maintaining high customer satisfaction. The Senior Support Executive will also guide and mentor junior support team members, ensuring consistent service quality and efficient issue resolution.

Key Responsibilities

- Act as the primary point of contact for customer support queries via email, chat, or calls.
- Understand customer issues related to product usage, configuration, or workflows and provide accurate resolutions.
- Offer step-by-step guidance to customers to help them use the platform effectively.
- Provide guidance and day-to-day support to junior support team members, assisting them in resolving customer queries, sharing best practices, and ensuring consistent service quality.
- Troubleshoot issues and escalate complex technical or product-related problems to internal teams when necessary.
- Track, document, and manage support tickets to ensure timely resolution within defined Service Level Agreements (SLAs).
- Follow up with customers to confirm issue resolution and ensure satisfaction.
- Collaborate with onboarding, product,



and engineering teams to share customer feedback and recurring issues.
- Maintain explicit documentation of common issues, FAQs, and solutions.
- Support customers during critical usage periods such as payroll cycles, compliance deadlines, or renewals (if applicable).

Qualifications

- Skills:
- Excellent written and verbal communication skills
- Strong problem-solving abilities and attention to detail
- Exceptional customer service orientation
- Proficiency in technical troubleshooting
- Experience with ticketing systems and CRM platforms
- Familiarity with virtual communication platforms
- Ability to manage multiple tasks and prioritize effectively
- Aptitude for quickly acquiring and applying product knowledge

- Education: Bachelor's degree in a relevant field or equivalent practical experience.
- Attributes: Customer-first mindset, patience, empathy, ownership, willingness to learn, adaptability, and the ability to mentor junior staff.

Benefits

- Competitive salary and benefits package.
- Opportunity to work with a growing SaaS product.
- Professional development and training opportunities.
- Collaborative and supportive work environment.

How to apply

Interested candidates are encouraged to click on the 'Apply Now' button to submit their application.

📌 Senior Support Executive (Delhi)
🏢 One75mbhrm
📍 Delhi