Customer Support Executive

Cognitionteam; Ahmedabad District; On-site; INR 350,000 - 480,000; Full time

Benefits offered by this job

Challenging tasks

Competence development

Influence project technologies

Team of professionals

Dynamic environment with low level of

Job summary

Cognitionteam in Ahmedabad, India, is seeking a skilled Customer Support Executive to join our international client services team. You will respond to queries via chat, email, and phone, ensuring accurate information and timely resolutions.

The role requires 2+ years in customer support, strong English communication, and experience with CRM tools (Zendesk, Freshdesk, HubSpot). You will collaborate with product and sales teams to improve processes and customer satisfaction.

Qualifications

• 2+ years in customer support, preferably for international clients.
• Excellent spoken and written English communication.
• Experience handling US/UK/European customers with professionalism.
• Experience with Zendesk, Freshdesk or HubSpot CRM tools.
• Strong interpersonal and problem-solving mindset.
• Able to manage queries via email, chat and phone.
• Basic understanding of software/SaaS terminology.
• Bachelor's degree in any discipline.

Responsibilities

• Serve as the first point of contact for international clients via chat, email, and phone.
• Provide timely and accurate support for product‑related queries and issues.
• Maintain detailed and organized customer interaction records in the CRM.
• Escalate unresolved issues to the appropriate internal teams with prompt follow‑ups.
• Deliver a high‑quality support experience tailored to US, UK, and European customers.
• Offer product walkthroughs, onboarding assistance, and technical support when needed.
• Collaborate with internal teams to improve processes based on customer feedback.

Skills

Customer support

English proficiency

International customers

CRM tools

Interpersonal skills

Communication channels

SaaS knowledge

Education

Bachelor's degree

Tools

Zendesk

Freshdesk

HubSpot

Job description

Requirements

• 2+ years of experience in customer support, preferably for international clients
• Excellent spoken and written English communication skills
• Proven ability to handle US, UK, and European customers with professionalism and cultural awareness
• Experience using CRM tools such as Zendesk, Freshdesk, or HubSpot
• Strong interpersonal skills and a problem‑solving mindset
• Ability to manage and resolve queries via email, chat, and phone
• Basic understanding of software/SaaS platforms and related technical terminology
• Bachelor's degree in any discipline

Experience: 1‑2 years

Location: Ahmedabad

Nice to Have

• Prior experience working night shifts or overlapping with US/UK/European time zones
• Familiarity with service SLAs and escalation procedures
• Exposure to SaaS product support or software troubleshooting
• Understanding of support metrics like CSAT, FCR, and AHT
• Ability to document user feedback and contribute to knowledge base updates

Responsibilities

• Serve as the first point of contact for international clients via chat, email, and phone
• Provide timely and accurate support for product‑related queries and issues
• Maintain detailed and organized customer interaction records in the CRM
• Escalate unresolved issues to the appropriate internal teams while ensuring prompt follow‑ups
• Deliver a high‑quality support experience tailored to US, UK, and European customers
• Offer product walkthroughs, onboarding assistance, and technical support when needed
• Collaborate closely with internal teams to improve processes based on customer feedback

Benefits

• Close cooperation with a customer
• Challenging tasks
• Competence development
• Ability to influence project technologies
• Team of professionals
• Dynamic environment with low level of bureaucracy