Customer Support Executive

Gemba Concepts Pvt. Ltd.; Bengaluru; On-site; INR 350,000 - 550,000; Full time

Job summary

Gemba Concepts Pvt. Ltd. in Bengaluru is seeking a Customer Support Executive with at least 2 years of experience in customer or technical support. You will handle inquiries via phone, chat, email, and tickets, ensuring timely resolutions and documentation.

The role requires working in a rotational shift environment and collaborating with Development, QA, and other teams to resolve issues, while maintaining SLA adherence and quality customer interactions.

Qualifications

• Minimum 2 years in Customer Support or Technical Support.
• Experience with ticketing tools such as Jira, Freshdesk, Zendesk, ServiceNow.
• Experience handling customer calls, chats, emails and tickets.
• Good verbal and written communication skills.

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.
• Coordinate with Development, QA, Implementation, and other internal teams for issue resolution.

Skills

Customer support

Technical support

Phone support

Ticketing tools

Education

Bachelor's degree

Tools

Jira

Freshdesk

Zendesk

ServiceNow

Job description

Job Description 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
• Strong follow-up skills
• Team collaboration

Qualification

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