Customer Support Executive

Botree Software; Vapi, Ahmedabad District; On-site; INR 300,000 - 420,000; Full time

Job summary

Botree Software in India is hiring for a customer support role focusing on application/technical support. You will interface with customers via phone or email, resolve Level 1/2 issues within SLAs, and manage expectations for response times and quality support.

Responsibilities include updating ITSM tools, generating reports, escalating issues when needed, and continuous learning to improve service quality. Knowledge of SQL and MS Office is desirable.

Qualifications

• Experience in application/technical support.
• Strong customer-facing communication is required.
• Familiarity with ITSM tools and issue tracking will help.

Responsibilities

• Interface with existing / new customers over phone and/or email.
• Resolve service issues (Level 1 & 2 as appropriate) within SLAs.
• Manage customer expectations of response time, issue resolution and quality support.
• Generate report on need basis.
• Provide periodical summary report on calls / issues.
• Escalate issues appropriately.
• Analyse and provide feedback to reduce the number of issues experienced by customers.
• Update ITSM tool / Issue Tracker with root cause and resolution steps against calls tracked.
• Update job knowledge by continuous self learning, interacting with team members and maintaining networks.

Skills

Basic knowledge of SQL

MS Office Applications

Tools

DMS/SFA/CSNG

Job description

Role & responsibilities

• Interface with existing / new customers over phone and/or email
• Good experience in Application support/ technical support
• Resolve service issues (Level 1 & 2 as appropriate) by understanding, clarifying customer problem, determining the cause, and ensuring resolution based on SLAs
• Manage customer expectations of response time, issue resolution and quality support
• Generate report on need basis
• Provide periodical summary report on calls / issues
• Escalate issues appropriately
• Analyse and provide feedback to reduce the number of issues experienced by customers
• Update ITSM tool / Issue Tracker with root cause and resolution steps against calls tracked

Update job knowledge by continuous self learning, interacting with team members and maintaining personal / professional networks

Technical Skills

• Basic knowledge of SQL
• Knowledge of MS Office Applications
• Experience in DMS/SFA/CSNG