Customer Support Executive

Develop strategies to retain clients and reduce churn.

Managing multiple tickets or chats efficiently.

Working closely with product teams.

Prioritize and manage the queries / issues.

Monitor customer satisfaction through surveys or feedback and take action to address issues.

• Escalate complex issues to the product development team.
• To do gap analysis.
• Respond to customer inquiries via email, chat, phone, or ticketing systems.
• Conduct product walkthroughs, webinars, or live training sessions.
• Identifying the current and future business process.
• Diagnose and troubleshoot software issues, bugs, or user errors.
• Providing prompt, knowledgeable, and effective assistance for a cloud-based software platform.
• Provide onboarding support for new users.
• Resolve customer queries related to account setup, product functionality, integrations, and performance, while delivering a seamless support experience via email, chat, or phone.
• Create and maintain user guides, FAQs, and help documentation.

Expected Years of Exp

Ability to work through complex customer inquiries.

3-4 yrs

Clear, concise verbal and written communication.

Technically proficient, customer-focused, and capable of translating complex concepts into simple, user-friendly solutions.

Familiar in SaaS and web platforms.

Ability to explain Software product concepts and workflow.

Logical thinking and root cause analysis.

Understanding of CRM/helpdesk tools.

Years of Experience: 3-4 years

• Documentation and writing skills.

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!