Customer Support Executive

Mahavir Sys Power Pvt. Ltd; Mumbai; On-site; INR 279,000 - 446,000; Full time

Job summary

Mahavir Sys Power Pvt. Ltd. in Mumbai invites a Customer Support Executive to promptly resolve customer inquiries across phone, email, and chat.

You will help users utilize product features, log issues, update databases, and monitor social media for complaints, delivering effective solutions with strong communication. The role requires experience in support or similar CS role, familiarity with help desk software and CRM systems, and the ability to train junior team members while maintaining high

Qualifications

• Experience as a Customer Support Specialist or similar CS role.
• Familiarity with the industry is a plus.
• Experience using help desk software and remote support tools.
• Understanding of how CRM systems work.
• Excellent communication and problem-solving skills.
• Multi-tasking abilities.
• Patience when handling tough cases.
• BSc in Information Technology or relevant diploma.

Responsibilities

• Respond to customer queries in a timely and accurate way, via phone, email or chat.
• Identify customer needs and help customers use specific features.
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users).
• Update our internal databases with information about technical issues and useful discussions with customers.
• Monitor customer complaints on social media and reach out to provide assistance.
• Share feature requests and effective workarounds with team members.
• Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical issues are resolved.
• Gather customer feedback and share it with our Product, Sales, and Marketing teams.
• Assist in training junior Customer Support Representatives

Skills

Customer support

CRM systems

Help desk software

Communication

Problem solving

Multi-tasking

Patience

Education

BSc in Information Technology

Diploma in IT/related field

Tools

Remote support tools

CRM software

Job description

As a Customer Support Executive, my role is to promptly and accurately address customer inquiries through various channels. I assist customers in utilizing product features, analyze and report malfunctions, update databases, monitor social media for complaints, and share feedback with relevant teams. With experience in the industry, excellent communication skills, and proficiency in help desk software and CRM systems, I ensure customer satisfaction and provide effective solutions

Job Responsibilities:

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share it with our Product, Sales, and Marketing teams
• Assist in training junior Customer Support Representatives

Job Skills:

• Experience as a Customer Support Specialist or similar CS role
• Familiarity with our industry is a plus
• Experience using help desk software and remote support tools
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases
• BSc in Information Technology or relevant diploma