Executive - Customer Support

Petpooja; Ahmedabad District; On-site; INR 300,000 - 420,000; Full time

Job summary

Petpooja is seeking a dedicated technical support professional for a voice-based role in Ahmedabad. The candidate will handle customer queries, troubleshoot issues, and guide users through step-by-step solutions across multiple languages.

The position requires rotating shifts, including weekends and public holidays, to meet support demands. The role emphasizes strong communication, analytical thinking, and teamwork, with experience in tickets and CRM tools advantageous for efficient issue

Qualifications

• Experience in technical support or IT help desk roles.
• Ability to diagnose and resolve customer issues efficiently.
• Strong communication skills across multiple languages.

Responsibilities

• Responding to customer queries via voice calls to provide clear guidance.
• Researching and troubleshooting technical issues.
• Diagnosing account setup and network configuration problems.
• Asking targeted questions to identify root causes quickly.
• Collaborating with internal teams for escalation when needed.
• Documenting interactions and resolutions for quality assurance.
• Building positive relationships to ensure customer satisfaction.
• Communicating in English, Hindi, and a vernacular language for diverse regions.
• Willingness to work in rotational shifts, including weekends and holidays.
• Providing step-by-step guidance to customers to resolve issues.

Skills

Voice process experience

Multilingual communication

Analytical thinking

Customer relationship

Tools

Ticketing systems

CRM software

Job description

Role & responsibilities

• Responding to customer queries via voice calls ensures direct communication, essential for a voice process role.
• Researching and troubleshooting technical issues aligns with the technical support aspect of the role.
• Diagnosing account setup and network configuration issues highlights the technical problem-solving skills required.
• Asking targeted questions reflects the analytical approach needed to identify the root cause quickly.
• Collaborating with internal teams for escalation addresses the need for teamwork in resolving complex issues.
• Documenting interactions and resolutions supports maintaining accurate records for quality assurance and process improvement.
• Building positive relationships focuses on ensuring client satisfaction, which is crucial for both technical and customer support roles.
• The ability to communicate in multiple languages, including English, Hindi, and a vernacular language, is critical for effective voice-based customer interaction in diverse regions.
• Willingness to work in rotational shifts, including weekends and public holidays, shows the roles alignment with customer support demands.
• The need for step-by-step guidance capability highlights the candidate’s instructional and troubleshooting skills.
• The preference for experience in a technical role (e.g., IT Help Desk Technician) ensures that candidates have the technical knowledge to support customers effectively.