Mode of Work
- First 3 months Work from office (10am to 7pm), afterwards WFH (Night shift – 8pm to 5am)
- Office visit – two weeks once
The ideal candidate should have excellent communication skills in English, strong computer proficiency, and a customer-first attitude.
Responsibilities:
- Provide timely and professional support to customers via Email and Jira.
- Assist customers in using and navigating our company’s Software products.
- Resolve customer issues effectively, ensuring a high level of satisfaction.
- Understand our products and licenses to minimize the issue escalation
- Maintain accurate documentation of customer interactions using Jira tool.
- Ensure the SLAs are met and customer is kept abreast of the status of their issues or queries
- Collaborate with internal teams to ensure prompt issue resolution.
- Identify recurring problems and share feedback for product or process improvements.
- Follow established procedures for escalation of unresolved issues.
Required Skills& Qualifications:
- Bachelor’s degree or equivalent.
- 1 - 3 years of experience in B2B customer support in Software products.
- Excellent English communication skills – both verbal and written.
- Right etiquettes, professionalism and confidence to communicate with customers from international time zones.
- Computer skills including JIRA Service desk (must have), Microsoft Office, and email platforms.
- Ability to work independently and manage time efficiently during night shifts.
- Customer-focused mindset with problem-solving ability.
