What You’ll Do:

- Handle live chats and support tickets across multiple channels on a daily basis
- Maintain an Average Response Time (ART) of under 1 minute, as live chat is our primary support channel
- Consistently achieve a CSAT score of 4/5 or higher
- Meet defined SLA targets for first response and resolution across chats, tickets, and WhatsApp support
- Provide timely and accurate WhatsApp support with a customer-first approach
- Close a high volume of support tickets each month without compromising on quality
- Troubleshoot issues efficiently and provide clear solutions to ensure customer retention
- Take ownership of issues until resolution and coordinate with internal teams when escalation is required

Required Skills & Experience

- Prior experience in Technical Support, preferably for VoIP / Telecom / SaaS products
- Strong hands-on experience in troubleshooting application-based software
- Basic understanding of VoIP concepts such as call flow, DID numbers, carriers, and call logs
- Excellent written/Verbal communication skills
- Ability to work in a fast-paced, performance-driven support setting
- Comfortable working with support metrics like CSAT, SLA, ART, and ticket closure targets

📌 Customer support executive (Ahmedabad)
🏢 Appitsimple
📍 Ahmedabad