Customer Support Executive

Job Description

We're looking for a proactive Customer Support Executive with hands-on experience in Freshdesk and a passion for delivering exceptional customer service. If you thrive in a fast-paced environment and enjoy solving customer issues, we'd love to have you on our team. Experience in telephony or voice support is an added advantage.

Key Responsibilities

• Handle customer inquiries through Freshdesk, email, phone, and other communication channels.
• Respond promptly to customer tickets while meeting defined SLAs.
• Diagnose, troubleshoot, and resolve customer issues efficiently.
• Escalate complex issues to the appropriate technical teams when required.
• Maintain accurate records of customer interactions and resolutions.
• Monitor ticket queues and ensure timely follow-up until closure.
• Collaborate with internal teams to improve customer satisfaction.
• Maintain high customer satisfaction through professional and courteous support.

Required Skills

• 3-5 years of customer support experience.
• Hands-on experience with Freshdesk ticketing platform.
• Excellent written and verbal communication skills.
• Strong problem-solving and customer handling skills.
• Ability to prioritize tasks in a fast-paced environment.

Nice To Have

• Experience supporting telephony services related to Conversational Al.
• Experience in SaaS or cloud-based applications.
• Knowledge of CRM systems and IT support processes.

A Bit About Us

Adept Technologies is a leader in the software industry. We deliver a wide range of IT solutions with deep expertise in software development life cycle. Our team is dedicated to helping businesses innovate, streamline operations, and achieve sustainable growth through technology.