Customer Support Executive

Overview

Assist customers with SaaS product via email, chat, and phone support.

Key Responsibilities

• user onboarding
• gap analysis
• product training
• troubleshooting
• documentation
• ticket management

Tasks

Prioritize and manage the queries / issues. Monitor customer satisfaction through surveys or feedback and take action to address issues. Develop strategies to retain clients and reduce churn. Working closely with product teams. Managing multiple tickets or chats efficiently. -Provide onboarding support for new users. -To do gap analysis. -Conduct product walkthroughs, webinars, or live training sessions. -Resolve customer queries related to account setup, product functionality, integrations, and performance, while delivering a seamless support experience via email, chat, or phone. -Escalate complex issues to the product development team. -Identifying the current and future business process. -Diagnose and troubleshoot software issues, bugs, or user errors. -Respond to customer inquiries via email, chat, phone, or ticketing systems. -Create and maintain user guides, FAQs, and help documentation. -Providing prompt, knowledgeable, and effective assistance for a cloud-based software platform.

Requirements

• saas
• crm
• documentation
• communication
• logical
• 3-4 years

What You Bring

Familiar in SaaS and web platforms. Years of Experience: 3-4 years Ability to explain Software product concepts and workflow. Understanding of CRM/helpdesk tools. Ability to work through complex customer inquiries. Logical thinking and root cause analysis. Technically proficient, customer-focused, and capable of translating complex concepts into simple, user-friendly solutions. 3-4 yrs Expected Years of Exp Clear, concise verbal and written communication. -Documentation and writing skills.

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Benefits

Pinnacle Infotech values inclusive growth in an agile, diverse environment. With 30+ years of global experience, 3,400+ experts completed 15,000+ projects across 43+ countries for 5,000+ clients. Join us for rapid advancement, cutting-edge training, and impactful global projects. Embrace E.A.R.T.H. values, celebrate uniqueness, and drive swift career growth with Pinnaclites!

About Pinnacle Infotech

-Today, it has grown into a global leader in providing BIM and engineering solutions across industries. -The company specializes in offering advanced 3D modeling, design, and engineering services tailored to AEC (Architecture, Engineering, and Construction) projects. -Pinnacle’s standout projects include large-scale infrastructure developments, commercial real estate, and utilities design. -With a strong presence in the energy, residential, and industrial sectors, Pinnacle’s expertise extends across several key disciplines. -Pinnacle Infotech is known for integrating cutting-edge technology with industry best practices to deliver cost-effective and efficient project outcomes. -The company has successfully partnered with global leaders, contributing to iconic infrastructure and building projects worldwide. -Pinnacle’s services enable clients to optimize workflows, improve collaboration, and achieve faster time-to-market.

Sector Specialisms