- Manage customer support tickets, calls and emails within service level agreement requirements, including confidential information
- Manage technical escalations with consistency and care, implementing new tactics to de-escalate issues
- Identify, evaluate and resolve customer computer, system, server and user related issues
- Document issues and resolution progress
- Educate/train internal team members on processes, products and technical escalations
- Educate/train customers on solutions current status, delivery alternatives and announced updates
- Enhance program and product awareness with focused messaging
- Identify and propose potential system and customer relationship enhancements, including upsell opportunities
- Interpret and communicate specialized technical material into information usable by customers
- Work with cross-functional teams to ensure customer objectives are met, including offering recommendations as a stakeholder participant on new feature design
What you’ll bring:
- 2+ years of experience in customer service and software support
- Proficiency in Windows and Microsoft Office, and a general understanding of website functionality and related technologies
- Proficiency in updating and managing CRM; Salesforce preferred
- Training experience with the ability to adapt facilitation style to engage your audience
- Ability to learn and assimilate new information quickly
- Ability to evaluate and define customer and system needs
- Ability to work within a team environment to achieve results
- Attention to detail with excellent planning, follow through, reliability, organizational skills, and ability to define and deliver on priorities
- Ability to drive results through your job competencies of effective communication, product and industry knowledge (service), and service-oriented problem solving
- Ability to drive results through NAVEX core competencies of accountability, customer focus, drives results and instils trust
- Culture Agility. Comfort working in a rapid-paced, candid environment that values innovation, healthy debate, and follow-through
- AI Readiness. Curiosity and willingness to use AI and emerging technologies to elevate your work and deliver smarter outcomes
- Fuel performance and outcomes. Leverage your job competencies and champion NAVEX’s core values
📌 Customer Support Executive (Bengaluru)
🏢 NAVEX India
📍 Bengaluru
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