Customer Support Executive

Serve as the primary point of contact for customer queries and support tickets related to IT services/products. Respond to customer issues via phone, email, and chat in a timely and professional manner. Troubleshoot technical problems, escalate issues to relevant teams, and ensure resolution within SLAs. Document issues, solutions, and standard operating procedures in the knowledge base. Monitor system performance and proactively inform clients of any potential service disruptions. Collaborate with development, QA, and product teams to resolve customer issues. Maintain strong relationships with clients by delivering consistent and empathetic support. Analyse customer feedback and suggest process improvements to enhance customer experience. Required Skills: 2 6 years of experience in a customer support or technical support role, preferably in the IT/software industry. Strong problem-solving and analytical skills. Excellent communication and interpersonal skills. Ability to understand and explain technical concepts to non-technical users. Bachelors degree in Computer Science, IT, or a related field preferred.