Position Overview
We are looking for a Customer Support Executive who will be the primary point of contact for our customers. The role involves managing day-to-day customer queries, service requests, and complaints, ensuring timely resolution and a high level of customer satisfaction.
This role requires strong communication skills, structured thinking, and the ability to coordinate with internal technical and product teams.
Responsibilities
- Act as the first point of contact for customer queries via email, calls, ticketing tools, or WhatsApp/Teams.
- Understand customer issues, requests, and concerns related to GLIB’s products and services.
- Log, track, and manage customer tickets in the support/ticketing system (e.g., Jira, Freshdesk, Zoho, etc.).
- Perform basic troubleshooting and functional analysis before escalating issues.
- Coordinate with internal teams such as Product, Engineering, QA, and Implementation for issue resolution.
- Ensure timely follow-ups and closure of tickets as per agreed SLAs.
- Clearly communicate resolution status and updates to customers.
- Handle customer complaints professionally and empathetically.
- Identify critical issues and escalate them to senior stakeholders when required.
- Ensure proper documentation of complaints and resolutions for audit and improvement purposes.
- Maintain accurate records of customer interactions, issues, and resolutions.
- Prepare daily/weekly reports on:
- Number of tickets received/resolved
- Pending issues
- SLA adherence
- Repetitive issues or product gaps
- Assist in creating and updating FAQs, support guides, and knowledge base articles.
- Proactively identify patterns in customer issues and suggest process or product improvements.
- Work closely with the product team to provide customer feedback.
- Support UAT/POC phases by assisting customers with queries and handholding.
Skills and Qualifications
- Excellent verbal and written communication skills (English required).
- Strong customer handling and problem-solving skills.
- Ability to understand technical concepts and explain them in simple terms.
- Basic understanding of software/SaaS products.
- Comfortable working with ticketing tools, emails, and MS Excel.
- Experience in BFSI, Insurance, SaaS, or FinTech domains.
- Prior exposure to IDP, OCR, Document Management, or Automation platforms.
- Familiarity with SLAs, support metrics, and escalation matrices.
- Graduate in any discipline (BCA, BSc IT, BCom, BBA, or equivalent preferred)
Key points to note:
- Freshers with strong communication skills may also be considered.