Customer Support Executive (IT Support)

Magnet Brains Learning Foundation; Bhopal; On-site; INR 250,000 - 450,000; Full time

Job summary

Magnet Brains Learning Foundation is seeking a proactive Customer Support Executive (Technical Support) to deliver exceptional support for our SaaS products. You will troubleshoot issues, onboard customers, and collaborate with Product and Success teams to ensure customer success.

The role requires strong technical aptitude, excellent English communication, and a customer-first mindset, with coverage for email, chat, and virtual meetings.

Qualifications

Responsibilities

Job description

Customer Support Associate (Technical Support)

Department: Customer Support

Employment Type: Full-Time

Shift : Night Shift

About the Role

We are seeking a proactive and customer-focused Customer Support Executive (Technical Support) todeliver exceptional support experiences and ensure customer success with our SaaS products. The idealcandidate will possess strong technical aptitude, excellent communication skills, and the ability totroubleshoot and resolve customer issues efficiently while maintaining high service standards.

Key Responsibilities

• Provide technical and functional support to customers through email, chat, and virtual meetings.
• Assist customers with product onboarding, setup, configuration, and adoption.
• Troubleshoot application, integration, configuration, and workflow-related issues.
• Analyze customer requirements and provide accurate, timely, and effective solutions.
• Identify configuration issues, user errors, and product defects, escalating cases with proper documentation when required.
• Address customer inquiries related to subscriptions, renewals, upgrades, billing, and account management.
• Ensure adherence to defined Service Level Agreements (SLAs) while managing multiple support requests.
• Maintain accurate and detailed records of customer interactions, issues, and resolutions within support systems.
• Collaborate with Product, Development, and Customer Success teams to facilitate timely
• Continuously enhance product knowledge and stay updated on integrations, APIs, automation workflows, and industry best practices.
• Contribute to customer satisfaction, retention, and overall service excellence.

Required Qualifications

• Bachelor's degree in B.Tech, BCA, MCA, B.Sc. (Computer Science/IT), or an equivalent technical
• Strong understanding of APIs, REST APIs, Webhooks, OAuth, JSON, Postman, SaaS platforms, and automation workflows.
• Excellent written and verbal communication skills in English.
• Strong analytical, troubleshooting, and problem-solving abilities.
• High level of ownership, accountability, and attention to detail.
• Ability to manage customer interactions professionally and independently.

Preferred Experience

• 0–3 years of experience in Technical Support, Product Support, SaaS Support, Customer Support, or a related role.
• Fresh graduates with strong technical fundamentals, excellent communication skills, and a customer-first mindset are encouraged to apply.