Customer Support Executive

SmartRecruiters, Inc.; Bengaluru; On-site; INR 240,000 - 360,000; Full time

Job summary

BETSOL, a Bengaluru-based tech services firm, is seeking a Customer Support Executive to assist US-based clients through voice and chat channels. The role emphasizes timely, accurate responses and adherence to defined support processes.

The candidate should have 1–2 years of experience or strong communication skills, a graduate degree, the ability to troubleshoot issues, manage inquiries, and maintain clear documentation while working in US time zones.

Qualifications

• Graduate with willingness to learn and strong communication skills.
• 1-2 years of experience supporting US-based customers via voice or chat.
• Ability to troubleshoot and resolve customer queries effectively.
• Experience handling service metrics and adherence to SLAs.

Responsibilities

• Provide timely resolution to US-based customer queries via voice and chat.
• Maintain professional, empathetic and solution-oriented communication.
• Strive for first-contact resolution and escalate when needed.
• Document interactions and resolutions accurately per process.

Skills

Customer Support

Voice & Chat Support

Troubleshooting

SLA Adherence

English Communication

Education

Graduate in any discipline

Tools

CRM software/Ticketing tools

Job description

Engineering the AI-powered enterprise. With AI and cloud-native solutions, BETSOL accelerates cloud transformation for enterprises across 17+ countries. BETSOL holds several engineering patents, and is recognized with industry awards. BETSOL maintains a net promoter score that is 2x the industry average.

BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and delivers best-in-class performance.

BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for customers.

BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore & Belagavi, India.

We take pride in being an employee-centric organization, offering comprehensive benefits and opportunities.

The Customer Support Executive (CSE) is responsible for delivering timely, accurate, and professional customer support through voice and chat channels for U.S.-based customers. This role focuses on resolving customer queries efficiently, ensuring high customer satisfaction, and adhering to defined support processes and service standards.

Responsibilities

• Provide timely and effective resolution to customer queries via voice and chat support
• Respond to customers in a professional, empathetic, and solution-oriented manner
• Handle simple to complex customer issues and ensure first-time resolution where possible
• Escalate issues to the appropriate teams within the defined Line of Business (LOB) when required
• Meet productivity, quality, and performance metrics as defined by the process or manager
• Ensure compliance with all company policies, procedures, and quality guidelines
• Maintain accurate documentation of customer interactions and resolutions
• Focus on achieving high customer satisfaction levels and service quality benchmarks
• Be flexible to work extended hours during high-volume periods, when required
• Perform additional tasks as assigned in line with business needs

Looking For

• 1-2 years of experience supporting US-based customers through voice or chat processes; freshers with strong communication skills and willingness to learn are also encouraged to apply.

Mandatory Skills

• A. Technical / Functional Skills
  • Experience in Customer Support / Contact Center / Voice or Chat Process
  • Ability to troubleshoot and resolve customer queries effectively
  • Experience handling service metrics and adherence to SLAs
• B. Soft Skills
  • Customer-focused mindset with strong problem-solving skills
  • Strong verbal and written communication skills (English)
  • Self-motivated and ability to work with minimal supervision
  • Ability to remain calm and composed in high-pressure situations
  • Strong attention to detail and ownership of tasks

Good to Have Skills

• Prior experience in US voice support
• Exposure to CRM or ticketing tools
• Experience working in global support environments

Qualifications

• Graduate in any discipline
• Relevant experience may be considered in lieu of formal education

Additional Information

• 5 working days per week
• 2 rotational weekly offs (not necessarily Saturday/Sunday)
• Willingness to work US time zones / rotational shifts
• Flexibility to extend working hours during business peak periods