Customer Support Executive (Remote)

Intugine Technologies; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

Intugine Technologies is seeking a Customer Support Executive to serve as the SPOC for clients, handling queries, complaints, and day-to-day support. You will coordinate with internal teams to resolve issues, support client onboarding and implementation, and ensure smooth service delivery.

You will also conduct product training, follow up on open issues, and identify ways to improve the overall customer experience. Rotational shifts are in place to cover early to late hours.

Responsibilities

• Contribute to client relationships and growth by effective management and nurturing.
• Serve as the Single Point of Contact (SPOC) for existing clients, ensuring smooth communication and service delivery.
• Oversee onboarding, training, and implementation of company solutions at new client locations.
• Assist clients promptly via email, calls, and messages, ensuring high satisfaction levels.
• Address client complaints by coordinating internally and externally for quick resolution.
• Identify root causes of product/service issues and recommend effective solutions.

Job description

Have you ever wondered how the physical goods we consume daily (dairy, snacks, or your favourite choco chip ice cream) reach you in time? Or how elegant furniture, electronic equipment, and gadgets you use are delivered in the best possible condition at your doorstep

Their journey spans from getting sourced, manufactured, and stored to getting moved in a highly intricate supply chain network across the globe before it gets delivered. Global brands face the major challenge of not having visibility of their raw materials, which delays production and, in turn, delays customer shipments or tracking shipments across various modalities and multiple geographies.

Intugine Technologies is one of the most trusted solution partners catering to global brands. Our best-in-class visibility platform helps brands gain comprehensive visibility over their supply chain across modalities(air/land/sea/rail). Our solutions have helped eliminate operational inefficiencies, reduce logistics costs, improve OTIF, order to delivery TAT, minimise dwell time and detention costs.

Intugine is a proud partner of the National Logistics Policy, an initiative by the Government of India. With this, we provide brands with additional information via their integrations with FASTag, Port Community System, and Freight Operations Information System.
Today Intugine works with 75+ global enterprises like GE Healthcare, Signify, Flipkart, Mahindra Logistics, Titan, Diageo, Ultratech Cement, Bridgestone, and GMMCO.

To know more, visit the website: https://www.intugine.com

Job Overview:

As a Customer Support Executive, you will be the SPOC for clients, handling queries, complaints, and day-to-day support. You will coordinate with internal teams to resolve issues, support client onboarding and implementation, and ensure smooth service delivery. You will also conduct product training, follow up on open issues, and identify ways to improve the overall customer experience.

Key responsibilities:

1. Contribute to the company's growth by effectively managing and nurturing client relationships.
2. Act as the Single Point of Contact (SPOC) for existing clients, ensuring smooth communication and service delivery.
3. Oversee successful onboarding, training, and implementation of company solutions at new client locations.
4. Assist clients promptly through email, calls, and messages, ensuring high satisfaction levels.
5. Address client complaints by coordinating internally and externally for quick issue resolution.
6. Resolve product or service-related problems by identifying the issue, determining the root cause, and recommending the most effective solutions.
7. Follow up consistently to ensure complaints are resolved, and clients are satisfied with the outcome.
8. Prepare detailed product/service reports by collecting, organizing, and analyzing client information.
9. Ensure timely deliveries, replacements, and on-site visits for smooth implementation when required.
10. Support team objectives by contributing to tasks and results as needed.
11. Generate product improvement ideas to minimize recurring queries and address customer pain points.
12. Participate in process innovation and identify more efficient operational approaches.
13. Conduct product training sessions for clients via calls to improve product understanding and usage.

Note: Rotational shift timings between 6 AM-3 PM, 10 AM-7 PM, 2 PM-11 PM, and 10 PM-6 AM