Customer Support Executive Ticketing Support

Role & Responsibilities: Handle customer service tickets efficiently, serving as the first point of contact via email and chat, with occasional calls for complex or sensitive cases. Communicate with customers regarding post-purchase support, including order installation, refunds, payment-related concerns, and other service requests. Use the client's ticketing system to accurately track, manage, and resolve customer queries within defined timelines. Understand client software products and services, and provide customers with accurate information, troubleshooting steps, and appropriate solutions. Guide customers through troubleshooting and resolution processes in a clear, easy-to-understand manner. Identify suitable alternative solutions when the initial resolution doesn't address the customer's concern. Follow up with customers when required, ensuring they're kept informed about their case status before closing the ticket. Escalate complex or sensitive cases to team leads and managers, working collaboratively toward resolution. Maintain detailed and accurate case notes, including troubleshooting steps, customer interactions, and final resolutions. Actively participate in team meetings, training sessions, and knowledge-sharing activities. Stay updated on product changes, processes, policies, and support resources to continuously improve product knowledge and customer experience. Preferred Candidate Profile: Previous experience in customer service, help desk, or software product support preferred; freshers with strong communication and problem-solving skills are welcome to apply. Excellent written and verbal communication skills in English. Strong problem-solving and analytical skills, with the ability to understand customer issues and identify appropriate solutions. Comfortable working with ticketing systems, CRM platforms, and other business applications. Ability to manage multiple support cases while maintaining accuracy and quality. Strong attention to detail and ability to maintain clear documentation. Ability to work independently while collaborating effectively with team members and managers. A degree in a relevant field is preferred but not mandatory for candidates with relevant experience. Must have access to a desktop/laptop and a stable internet connection. #J-18808-Ljbffr Bhavnaditya Accounting And Order Services