Customer Support Executive

Key Responsibilities Omnichannel Support: Interact with customers daily via [Email, Chat, Phone, and Social Media] to resolve inquiries. Problem Solving : Diagnose and troubleshoot technical issues or account discrepancies with a "solution-first" mindset. Product Expertise : Maintain a deep understanding of our product suite to provide accurate guidance and feature walkthroughs. Documentation : Contribute to our internal and external Knowledge Base by identifying common "pain points" and writing clear, helpful guides. Feedback Loop : Act as the bridge between the customer and the Product Team, relaying bugs and feature requests to help improve the user experience. Performance Metrics : Meet or exceed key performance indicators (KPIs) such as First Response Time, CSAT (Customer Satisfaction), and Resolution Rate.