Support Executive - Sixtifi

Codezee Solutions; Surat; On-site; INR 300,000 - 420,000; Full time

Job summary

Codezee Solutions is seeking a Support Executive in Surat to be the first point of contact for customers, resolving day-to-day product and usage questions.

You will handle queries via WhatsApp, email, and phone, guide customers on Sixtifi features, and troubleshoot issues while maintaining proper ticket records and timely follow-ups. This role requires 1-3 years in SaaS/HRMS support and strong communication in English, Hindi, or Gujarati.

Qualifications

• 1-3 years of experience in SaaS/HRMS/ERP software support.
• Strong command of English and Hindi/Gujarati in written and spoken form.
• Ability to diagnose issues and provide clear, actionable solutions.

Responsibilities

• Handle customer queries through WhatsApp, email, phone and support channels.
• Understand customer issues and provide clear, accurate solutions.
• Guide customers on Sixtifi features and workflows.
• Troubleshoot common product and configuration issues.
• Create and maintain support tickets with proper issue details.
• Follow up on open issues until resolution.
• Coordinate with Product/Development teams for bugs or product issues.
• Maintain timely communication with customers.
• Identify recurring issues and report them internally.
• Maintain knowledge of Sixtifi modules and learn new features.
• Assist customers with basic configuration and usage questions.
• Escalate complex issues to the appropriate team.

Skills

Customer support

Communication skills (EN, HI, GUJ)

Problem-solving

Multitasking

Documentation & follow-up

Tools

Ticketing system

HRMS software

Job description

We are looking for a Support Executive who will be the first point of contact for customers and help them resolve day-to-day product and usage-related queries.

Key Responsibilities

• Handle customer queries through WhatsApp, email, phone and support channels.
• Understand customer issues and provide clear, accurate solutions.
• Guide customers on Sixtifi features and workflows.
• Troubleshoot common product and configuration issues.
• Create and maintain support tickets with proper issue details.
• Follow up on open issues until resolution.
• Coordinate with the Product/Development team for bugs or product-related issues.
• Maintain proper communication and response timelines with customers.
• Identify recurring customer issues and report them internally.
• Maintain knowledge of Sixtifi modules and regularly learn new features.
• Assist customers with basic configuration and usage questions.
• Escalate critical or complex issues to the appropriate team.

Required Skills

• 1-3 years of experience in SaaS / HRMS / ERP / Software Support.
• Good communication skills in English and Hindi/Gujarati.
• Strong problem-solving and customer-handling skills.
• Comfortable working with web-based software applications.
• Basic understanding of HRMS, attendance, leave or payroll will be an advantage.
• Good documentation and follow-up skills.
• Ability to handle multiple customer queries simultaneously.

Good to Have

• Experience with HRMS / Payroll software.
• Experience with ticketing/support tools.
• Basic understanding of SaaS products.
• Experience supporting B2B customers.

What We Expect

• Customer-first approach.
• Ownership of assigned issues until closure.
• Fast response and disciplined follow-up.
• Ability to understand problems rather than simply forward them.
• Positive and professional communication with customers.

Location: Surat, Gujarat
Department: Customer Support
Employment Type: Full-time
Experience: 1-3 Years