Customer Support Executive

Idea Clan; Panchkula; On-site; INR 300,000 - 540,000; Full time

Job summary

Idea Clan is hiring a Customer Support Executive in India (Panchkula) to join our team. You should be customer-focused with 1–3 years of experience in chat-based support, and possess strong written and verbal communication skills, plus the ability to handle occasional customer calls.

You will handle queries via chat and email, troubleshoot basic technical issues, and escalate more complex problems to the appropriate team.

Qualifications

• 1–3 years of experience in Customer Support, preferably in chat-support.
• Excellent written and verbal communication skills.
• Comfortable handling chat-based customer interactions.
• Basic knowledge of technical troubleshooting and common software/tools.
• Strong problem-solving and customer-handling skills.
• Ability to work independently and with cross-functional teams.

Responsibilities

• Handle customer queries primarily through chat/email support.
• Handle occasional inbound/outbound calls.
• Understand customer concerns and provide accurate and effective solutions.
• Troubleshoot basic technical issues and guide customers through simple resolution steps.
• Escalate complex technical or customer-related issues to the appropriate team.
• Maintain records of customer interactions, issues, and resolutions.
• Coordinate with Technical, Operations, Product, or Sales teams when required.
• Identify recurring customer issues and communicate them for improvements.
• Maintain a professional and positive approach with challenging customers.

Skills

1–3 years of experience in Customer Sh

Tools

CRM and ticketing tools

Job description

Employment Type: Full-Time

Department: Customer Support

About the Role

We are looking for a customer-focused and proactive Customer Support Executive to join our team. The ideal candidate should have 1–3 years of experience in chat-based customer support , along with good communication skills and the ability to handle occasional customer calls.

A basic understanding of technical issues, troubleshooting, and digital tools will be an added advantage.

Key Responsibilities

• Handle customer queries primarily through chat/email support in a timely and professional manner.
• Handle occasional inbound/outbound calls whenever required.
• Understand customer concerns and provide accurate and effective solutions.
• Troubleshoot basic technical issues and guide customers through simple resolution steps.
• Escalate complex technical or customer-related issues to the appropriate team.
• Maintain a high level of customer satisfaction and ensure timely resolution of queries.
• Follow defined customer support processes, SLAs, and escalation procedures.
• Maintain accurate records of customer interactions, issues, and resolutions.
• Coordinate with internal teams such as Technical, Operations, Product, or Sales whenever required.
• Identify recurring customer issues and communicate them to the relevant team for improvement.
• Maintain a professional and positive approach while handling difficult or challenging customers.

Required Skills & Qualifications

• 1–3 years of experience in Customer Support , preferably in a chat-support process.
• Excellent written and verbal communication skills .
• Comfortable handling chat-based customer interactions .
• Basic knowledge of technical troubleshooting and common software/digital tools.
• Ability to understand and resolve customer problems logically.
• Good typing speed and attention to detail.
• Strong problem-solving and customer-handling skills.
• Ability to work independently as well as with cross-functional teams.
• Willingness to handle occasional calls as part of the support process.

Good to Have

• Experience in technical/customer support .
• Familiarity with CRM, ticketing, chat-support, or helpdesk tools .
• Experience working with SaaS, technology, e-commerce, or digital products.

What We Offer

• Opportunity to work in a technology-driven and growing organization .
• Exposure to both customer support and basic technical troubleshooting .
• Learning and development opportunities.
• Collaborative and supportive work environment.
• Career growth opportunities based on performance.