Executive - Product Support & troubleshooting

Fresher can apply

Location : Noida Sector 5

6 Days working 24*7 shift 1 day off

Executive will be responsible for providing customer support, troubleshooting, onboarding, and configuration assistance for Smartflo and other CPaaS/SaaS-based cloud communication products. The role focuses on delivering excellent customer experience through timely resolution of technical and service-related queries while ensuring adherence to defined SLAs.

- Attend inbound calls, emails, and digital transactions related to Smartflo product.
- Troubleshoot products, application, and cloud-based service issues.
- Provide prompt and effective resolution to customer queries and concerns.
- Work towards First Contact Resolution (FCR) and minimize repeat customer interactions.
- Capture customer Voice of Customer (VOC) accurately in the system for analysis and service improvement.
- Perform necessary customer configurations on the Smartflo platform.
- Perform diagnostics and provide online resolutions for customer-reported issues.
- Take corrective actions as per customer requirements and defined QRC processes
- Conduct onboarding and activation support calls for current customers.
- Deliver product demonstrations and customer education sessions.
- Guide customers on product features, functionalities, and best practices.




- Incumbent will have to work on Smartflo platform and do the necessary configuration.
- Raise Complaint for NFTR cases in system. (for L1)
- Follow up with respective cross functional team or with Platform partner team to ensure timely resolution.
- Ensure proper VOC is captured in the system for future analysis.
- Proper professional documentation to Internal & external customers.
- Customer centric approach to enhance customer satisfaction.
- Track incidents through closure while ensuring SLA adherence.
- Escalate critical issues appropriately and provide regular updates to stakeholders.

Requirements & Skills:

- Non-Vernacular resources (English & Hindi) hired with Versant 5 in spoken English
- Technical/Science/Graduate with 0-1 year of prior experience in customer service.
- Basic Understanding of Cloud, SaaS, and CPaaS-based, API.
- Experience with ticketing tools such as ServiceNow, JIRA, Zendesk, or Freshservice.
- Exposure of 3-6 Months of product troubleshooting is a must.
- Language competency Hindi/English and Tamil language resources to cover 24 x 7 x 365
- Excellent written and verbal communication skills.
- High customer service orientation and high problem-solving skills.

Interested candidate can apply on [email protected]

📌 Executive Trouble Shooting -Fresher (Noida)
🏢 Digitide Solutions
📍 Noida