Customer Support Executive

This role is for one of the Weekday's clients

Min Experience: 3 years

Location: Mumbai

JobType: full-time

We are looking for a customer-focused and technically proficient Customer Support Executive to provide post-implementation support and ensure smooth application operations for clients. The role involves resolving technical issues, guiding users, maintaining documentation, and collaborating with internal teams to deliver a reliable and high-quality support experience.

Requirements:
Key Responsibilities

Post-Implementation Support

• Provide ongoing technical support to clients after deployment to ensure stable and efficient application performance.
• Diagnose and resolve configuration issues, functional errors, and performance concerns in production environments.
• Guide clients on effective application usage and best practices to maximize value and productivity.

Technical Issue Resolution

• Receive, analyze, and resolve client-reported issues related to application functionality, integrations, and workflows.
• Log, track, and prioritize incidents using ticketing systems while meeting defined SLAs and support standards.
• Perform structured troubleshooting and escalate complex issues to engineering or implementation teams when required.

User Support & Training

• Assist users with access management, configuration settings, and process-related queries while ensuring security and data integrity.
• Create and share user guides, FAQs, and training materials to improve user adoption and self-service.
• Conduct virtual or on-site training sessions to explain features, integrations, and customization options.

Documentation & Knowledge Management

• Maintain accurate records of support cases, resolutions, and recurring issues.
• Update knowledge bases, help documents, and troubleshooting guides based on new findings and product updates.
• Ensure proper documentation of all client interactions for reporting and service improvement.

Client Communication & Relationship Management

• Communicate clearly and proactively with clients regarding issue status, resolutions, and next steps.
• Build strong client relationships through timely support, follow-ups, and a customer-first approach.
• Collect client feedback and share insights with internal teams to improve products and services.

Monitoring & Continuous Improvement

• Monitor application performance and usage trends to identify and address potential issues early.
• Work closely with implementation and development teams to improve deployment processes and support readiness.
• Contribute to process improvements and service enhancements based on support insights.

Requirements

Education

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• IT support or service management certifications are a plus.

Experience

• 3–5 years of experience in a customer support, helpdesk, or client-facing IT support role.
• Experience supporting cloud-based applications, CRM/ERP platforms, or SaaS products is preferred.

Technical Skills

• Strong troubleshooting skills for applications, integrations, APIs, and databases.
• Hands-on experience with ticketing and support tools such as Zendesk, Freshdesk, or similar platforms.
• Basic understanding of business processes such as CRM, sales, marketing, or ERP workflows.
• Knowledge of basic scripting or automation tools is an advantage.

Soft Skills

• Excellent verbal and written communication skills with the ability to explain technical issues simply.
• Strong customer-handling and stakeholder management abilities.
• Good problem-solving, multitasking, and time-management skills.
• Willingness to work in shift-based or extended support environments and continuously upskill.

Preferred Qualifications

• Certifications in cloud platforms or IT service management.
• Experience using reporting or analytics tools for support metrics.
• Exposure to AI-driven or automated support tools.