Customer Support Executive

Crest It; Navi Mumbai, Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

Crest It is seeking a Customer Support Associate with 1–2 years of experience in customer support, service desk, or customer-facing roles. The role emphasizes strong communication, customer handling, follow-up, and coordination skills.

Responsibilities include handling queries, coordinating with multiple teams, creating and tracking tickets, and providing timely updates to customers while ensuring high satisfaction. Rotational shifts may be required.

Qualifications

• 1–2 years of experience in customer support or service desk.
• Excellent verbal and written communication skills.
• Strong incident and service request management knowledge.
• Experience with ticketing tools and coordination.
• Ability to handle multiple queries under pressure.
• Willingness to work in rotational shifts.

Responsibilities

• Handle and resolve customer queries and service issues.
• Coordinate with customers, internal teams, technical teams, vendors, and stakeholders.
• Create, track, update, escalate and close tickets within defined timelines.
• Monitor open and pending tickets and provide regular status updates to customers.
• Understand customer issues and communicate them clearly to the relevant technical teams.
• Follow SOPs, escalation matrix, and defined support processes.
• Ensure timely follow-up and resolution of customer issues.
• Handle multiple customer queries while working under pressure.
• Maintain proper communication and documentation of customer interactions.
• Provide excellent customer service and ensure customer satisfaction.

Skills

Customer support

Communication skills

Ticket management

Coordination

Stakeholder management

Problem solving

Shift flexibility

Documentation

Tools

ServiceNow

Jira

Remedy

Job description

We are looking for a Customer Support Associate with 1 or 2 years of experience in customer support, service desk, or customer-facing roles. The ideal candidate should have excellent communication, customer-handling, follow-up, and coordination skills.

Key Responsibilities

• Handle and resolve customer queries, requests, and service-related issues.
• Coordinate with customers, internal teams, technical teams, vendors, and other stakeholders.
• Create, track, update, elevate, and close tickets within defined timelines.
• Monitor open and pending tickets and provide regular status updates to customers.
• Understand customer issues and communicate them clearly to the relevant technical teams.
• Follow SOPs, escalation matrix, and defined support processes.
• Ensure timely follow-up and resolution of customer issues.
• Handle multiple customer queries while working under pressure.
• Maintain proper communication and documentation of customer interactions.
• Provide excellent customer service and ensure customer satisfaction.

Required Skills

• 12 years of experience in customer support/service desk or a similar role.
• Strong customer-handling and communication skills.
• Excellent verbal and written communication.
• Good understanding of Incident & Service Request Management.
• Experience with ticket creation, tracking, updating, escalation, and closure.
• Knowledge of ticketing/ITSM tools such as ServiceNow, Jira, Remedy, or similar tools.
• Strong follow-up, coordination, and stakeholder-management skills.
• Good problem-solving and interpersonal skills.
• Ability to understand customer issues and coordinate effectively with technical teams.
• Willingness to work in rotational shifts as per client requirements.