Chat Support Executive

The Customer Service & Chat Support Executive will be responsible for handling customer chats, support tickets, basic technical queries, account-related requests, and pre-sales inquiries. The role requires excellent communication skills, a customer-first attitude, and the ability to learn SaaS products quickly.

Work Schedule & Training

• Initial Training: Candidates must complete a 15-day in-office training program during the day shift.
• Work Arrangement: Upon successful completion of the training, the role will transition to Work From Home.
• Shift Timing: This position requires working night shifts to support our global customer base.
• Office Visits: Candidates are required to report to the office 2–3 times per month during the day shift for team meetings, performance reviews, or operational requirements.
• Product Training: Candidates must attend any scheduled in-office product or software training sessions as required.
• Working Days: 6 days per week, with one weekly off.

Key Responsibilities

Customer Support

• Respond to customer inquiries via live chat, email, and support tickets.
• Assist customers with account-related issues.
• Guide customers through product features and platform navigation.
• Maintain professional and timely communication.
• Handle first-level technical support requests.
• Troubleshoot common customer issues using internal knowledge base.
• Collect required information from customers and escalate complex issues to the technical team.
• Follow up on pending customer cases until resolution.
• Sales & Customer SuccessAnswer product-related questions from prospective customers.
• Explain pricing plans and product features.
• Maintain customer satisfaction and retention.
• Administrative TasksCreate and update support tickets.
• Prepare shift handover notes.
• Update FAQs and knowledge base documentation when required.