Customer Support Associate

Customer Support Executive – IT / Software

Job Type

Full-Time

Experience

1–3 Years

Location

Madurai, Tamil Nadu

Work Mode

Work from Office

Department

Customer Support / Operations

Job Summary

We are looking for a Customer Support Executive to handle customer queries, understand their requirements, resolve issues, and ensure a positive customer experience.

The ideal candidate should have good communication skills, a customer-friendly attitude, patience, and strong problem-solving abilities. Basic knowledge of software applications and computers will be an advantage.

Key Responsibilities

• Handle customer queries and provide support through phone, email, WhatsApp, and support tickets.
• Understand customer concerns, requirements, and issues and provide appropriate solutions.
• Assist customers with product usage, account-related queries, basic troubleshooting, and general support.
• Guide customers step-by-step in using products and services.
• Respond to customer queries professionally and within defined response timelines.
• Create and maintain support tickets with accurate issue details and customer information.
• Follow up with customers to ensure their issues are resolved satisfactorily.
• Coordinate with Development, Technical, QA, Sales, and Operations Teams whenever required.
• Escalate complex or unresolved issues to the appropriate internal team.
• Maintain proper records of customer interactions, issues, resolutions, and follow-ups.
• Conduct basic product demonstrations and explain product features to customers when required.
• Identify frequently occurring customer issues and provide feedback to the relevant internal teams.
• Assist in preparing and maintaining FAQs, support documentation, and customer communication materials.
• Build good relationships with customers and ensure a high level of customer satisfaction.
• Meet defined response time, resolution time, and customer support KPIs.

Required Skills

• Excellent verbal and written communication skills.
• Good customer-handling and interpersonal skills.
• Strong listening and problem-solving abilities.
• Patient, polite, and professional approach towards customers.
• Ability to understand customer problems and provide clear solutions.
• Ability to explain information in a simple and easy-to-understand manner.
• Good follow-up and documentation skills.
• Basic computer knowledge and familiarity with email, browsers, Microsoft Office/Google Workspace, and common software applications.
• Ability to work independently as well as coordinate effectively with internal teams.
• Willingness to learn new products, processes, and technologies.

Preferred Qualifications

• Any Bachelor's degree in Computer Science, Information Technology, Business Administration, Commerce, Arts, or a related field.
• Candidates with good communication and customer-handling skills from any relevant educational background are encouraged to apply.

Preferred Experience

1–3 years of experience in

• Customer Support
• Customer Service
• Client Support
• Product Support
• Software Support
• Helpdesk
• Tele-calling / Customer Relationship Management
• IT / Software-related customer service

Freshers with excellent communication skills, a positive attitude, and good computer knowledge may also be considered.

Key Performance Indicators (KPIs)

• First Response Time
• Customer Query Resolution
• Ticket Resolution Rate
• Customer Satisfaction
• Follow-up and Issue Closure
• Escalation Management
• Customer Retention and Relationship Management
• Product / Service Adoption

What We Offer

• Opportunity to work with software products and real-world business applications.
• Exposure to different customers, industries, and business requirements.
• Learning and career growth opportunities.
• Training and product knowledge development.
• Collaborative and professional work environment.
• Opportunity to work closely with Customer Support, Development, QA, Product, Sales, and Business Teams.

How to Apply

Interested candidates can apply through Indeed with their updated resume.

Candidates with strong communication, customer-handling, problem-solving, and follow-up skills are encouraged to apply.

Pay

₹20,000.00 - ₹40,000.00 per month

Benefits

• Health insurance
• Paid sick time
• Provident Fund

Work Location

In person