Client Support Executive (IT Software Product)

Experience: Minimum 3 Years Shift: 5:00 PM to 2:00 AM

Job Summary: We are seeking a skilled Client Support Executive with a minimum of 3 years of experience in handling voice and email support for IT software products. The ideal candidate will have experience managing US clients and international customer interactions. You will be responsible for providing timely and effective support to clients, resolving their queries, and ensuring a high level of customer satisfaction.

Key Responsibilities:

Provide voice-based and email support for IT software products to US and international clients. Handle client queries, troubleshoot issues, and provide technical guidance in a timely manner. Manage and close support tickets while maintaining accurate records of customer interactions and issues. Communicate effectively with clients, ensuring clarity and professionalism in all interactions. Collaborate with internal teams, including technical support and product development, to resolve complex issues. Ensure adherence to SLAs and maintain high levels of customer satisfaction. Identify recurring issues and suggest improvements to enhance the support process. Work in shifts to accommodate US time zones.

Required Skills and Qualifications:

Minimum of 3 years of experience in a client support role for IT/software products. Proven experience in voice process and handling email support. Prior experience in managing US clients and international customer support. Strong communication skills (both written and verbal) with a focus on clarity and customer satisfaction. Familiarity with ticketing systems and CRM tools. Problem-solving skills and ability to handle technical queries. Ability to work effectively under pressure in a fast-paced environment. Flexibility to work in US shifts and handle international clients.

Preferred Qualifications:

Experience in supporting SaaS or cloud-based software solutions. Knowledge of ITIL processes or any customer support certification.