Minimum Required Experience : 1 year

Full Time

Skills :

- Omnichannel Management
- Excellent communication skills
- Client Sla Management
- Ticketing
- Trained Customer Satisfaction Expert
- Handling Customer Escalations
- Technical Support Knowledge
- Troubleshooting Skills
- Chat Support

Description

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
- 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 environment
- Comfortable working with support metrics like CSAT, SLA, ART, and ticket closure targets

📌 Customer Support Executive (Ahmedabad)
🏢 Appitsimple Infotek
📍 Ahmedabad