Customer Support Executive

Position: Customer Support Executive

Experience: Minimum 2 years

Location: [Location]

Employment Type: Full-Time

Department: Customer Support / Technical Support

Shift: Rotational Shifts

Job Summary

We are looking for a customer-focused and responsible Customer Support Executive with a minimum of 2 years of experience in customer support or technical support. The candidate should have hands-on experience handling customer queries through phone calls, chat, email, and ticketing tools.

The candidate should be comfortable working in a rotational shift environment, including different working hours based on business and customer support requirements.

Key Responsibilities

- Handle incoming customer support calls and provide appropriate assistance.
- Respond to customer queries through chat, email, and other communication channels.
- Create, update, assign, and close tickets using the ticketing/support management tool.
- Monitor open tickets and ensure timely follow-up until resolution.
- Understand and document customer issues accurately in the ticketing system.
- Coordinate with Development, QA, Implementation, and other internal teams for issue resolution.
- Follow up with customers to obtain additional information or confirmation when required.
- Keep customers updated on the status of their reported issues.
- Escalate critical or unresolved issues to the appropriate team or senior management.
- Maintain proper documentation of customer interactions, issues, resolutions, and follow-ups.
- Follow defined SLA, support processes, and escalation procedures.
- Perform basic troubleshooting and provide first-level support wherever applicable.
- Prepare and maintain daily/weekly support reports as required.
- Ensure tickets are properly updated before closure, including resolution/closure comments.
- Maintain a professional and customer-friendly approach during all interactions.





Required Skills & Experience

- Minimum 2 years of experience in Customer Support / Technical Support / Helpdesk.
- Hands-on experience with ticketing or support management tools such as Jira, Freshdesk, Zendesk, ServiceNow, or similar platforms.
- Experience handling customer support calls.
- Experience responding to customer chats and emails.
- Good verbal and written communication skills.
- Ability to understand, document, and explain customer issues clearly.
- Basic troubleshooting and problem-solving skills.
- Ability to manage multiple tickets and customer requests simultaneously.
- Good follow-up and coordination skills.
- Ability to work according to defined SLA and escalation processes.
- Basic knowledge of MS Excel/Google Sheets is preferred.

Shift Requirement

- Candidate must be willing and comfortable to work in rotational shifts.
- Should be flexible to work different shift timings based on business and customer support requirements.
- Willingness to work weekends/holidays on a rotational basis, if required.
- Shift schedules and weekly offs will be assigned according to the support roster.

Preferred Skills

- Experience in B2B SaaS, ERP, WMS, TMS, or business application support.
- Experience working with technical/development teams.
- Understanding of Bug, Enhancement, Change Request, and Inquiry workflows.
- Familiarity with SLA-based customer support environments.
- Experience preparing support reports and maintaining support documentation.

Key Competencies

- Customer-focused approach
- Strong communication skills
- Problem-solving ability
- Ownership and accountability
- Good time management
- Attention to detail
- Patience and professionalism
- Ability to prioritize and manage multiple tasks
- Solid follow-up skills
- Team collaboration

Qualification

- Bachelor's degree in any discipline.
- Candidates with relevant customer/technical support experience will be preferred.

📌 Customer Support Executive (Bengaluru)
🏢 Gemba Concepts
📍 Bengaluru