Customer Support Executive Technical Support →

12grids; Mumbai; Hybrid; INR 260,000 - 380,000; Full time

Benefits offered by this job

Great Place to Work

Structured Growth

Hybrid Schedule

Job summary

12grids is seeking a Customer Support Executive to be the first point of contact for customers in Mumbai. You will handle inquiries via email, phone and chat, provide product information, and guide users through troubleshooting steps with empathy and professionalism.

This role offers a hybrid schedule with anchor days at the Mumbai studio and flexible days, plus a structured growth path and learning budget to support your development in a friendly, customer-centric environment.

Qualifications

• Excellent written and verbal communication.
• Empathetic, patient and customer-first attitude.
• Ability to manage multiple conversations concurrently.
• Familiarity with CRM systems and basic computer knowledge.
• Prior experience in customer support is a plus.

Responsibilities

• Respond to customer inquiries via email, phone and chat in a timely, professional manner.
• Provide product/service information to customers.
• Troubleshoot issues and guide customers through solutions.
• Escalate complex issues to appropriate internal teams.
• Maintain detailed records of customer interactions using CRM tools.
• Follow up with customers to ensure satisfaction and resolution.
• Collaborate with other departments to improve customer experience.
• Stay updated on product features and company policies.

Skills

Communication skills

Empathy

Problem-solving

Multi-tasking

Active listening

Tools

CRM tools

Job description

# Customer Support ExecutiveWe are looking for a dedicated and empathetic **Customer Support Executive** to join our team. You will be the first point of contact for our customers, helping them resolve queries, troubleshoot issues, and ensure a positive customer experience.What you'll do## Responsibilities* Respond to customer inquiries via email, phone, and chat in a timely and professional manner* Provide product/service-related information to customers* Troubleshoot issues and guide customers through solutions* Escalate complex issues to the appropriate internal teams* Maintain detailed records of customer interactions using CRM tools* Follow up with customers to ensure satisfaction and resolution* Collaborate with other departments to improve customer experience* Stay updated on product features, company policies, and customer support processesWhat we're looking for## Requirements* Strong verbal and written communication skills* Patience, empathy, and a customer-first attitude* Problem-solving skills and the ability to think on your feet* Basic computer knowledge and ability to learn new tools quickly* Ability to handle multiple conversations simultaneously* Prior experience in customer support is a plus### Ready to apply?Send us your CV and a few links to work you're proud of. We read everything and reply to everyone.Apply now→✓#### Great Place to WorkCertified 2025 company culture✓#### Structured GrowthMentorship track & annual learning budget✓#### Hybrid ScheduleAnchor days at Mumbai studio + flexible days