Customer Support Executive

Lead, mentor, and supervise a team of technical support representatives.

 Monitor daily operations to ensure timely resolution of customer queries, incidents, and service requests.

 Provide hands-on technical support for complex or escalated issues.

 Develop team performance metrics (SLAs, CSAT, FCR) and ensure targets are met.

 Conduct regular training sessions to enhance product and troubleshooting knowledge.

 Manage shift schedules, workload distribution, and escalation procedures.

 Collaborate with other departments (Engineering, QA, Product, etc.) to address recurring technical issues.

 Prepare regular performance and incident reports for management.

 Maintain documentation for processes, FAQs, and knowledge base articles.

 Identify process improvement opportunities to increase efficiency and service quality