Website:
rempact.com
Job details:
Position: Senior Customer Support Executive
Location: Gurugram
️ Working Days: 6 (Mon-Fri) (1st and 4th Saturday)
Experience Required: 3-6 years
About The Role
The Senior Support Executive will be responsible for providing timely, effective, and customer-focused support to clients using our platform. This role ensures a smooth post-onboarding experience by resolving issues, answering queries, and maintaining high customer satisfaction.
Requirements
What You’ll Do
- Act as the first point of contact for customer support queries via email, chat, or calls.
- Understand customer issues related to product usage, configuration, or workflows and provide accurate resolutions.
- Provide step-by-step guidance to customers to help them use the platform effectively.
- Provide guidance and day-to-day support to junior support team members, helping them resolve customer queries, share best practices, and ensure consistent service quality.
- Troubleshoot issues and escalate complex technical or product-related problems to internal teams when required.
- Track, document, and manage support tickets to ensure timely resolution within defined SLAs.
- Follow up with customers to confirm issue resolution and ensure satisfaction.
- Collaborate with onboarding, product, and engineering teams to share customer feedback and recurring issues.
- Maintain clear documentation of common issues, FAQs, and solutions.
- Support customers during critical usage periods such as payroll cycles, compliance deadlines, or renewals (if applicable).
What We Are Looking For
- 3-6 years of experience in customer support, helpdesk, or customer-facing roles (SaaS experience preferred).
- Strong communication skills with the ability to explain concepts clearly to non-technical users, including business owners and HR managers.
- Ability to take ownership of customer support operations while providing guidance and functional support to junior team members whenever required.
- Customer-first mindset with patience and empathy.
- Good problem-solving skills and attention to detail.
- Comfortable working with ticketing tools, CRM systems, and virtual communication platforms.
- Ability to manage multiple customer issues simultaneously and prioritize effectively.
- Willingness to learn product features and adapt to a fast-paced startup environment.
Click on Apply to know more.