Customer Support Executive 

Job Description

Responsibilities
• Provide technical support to customers through phone calls, WhatsApp, email, and support/ticketing channels.
• Understand customer-reported issues and identify the actual problem through effective questioning and troubleshooting.
• Troubleshoot software, application, configuration, login, data, browser, and basic connectivity-related issues.
• Provide clear and step-by-step guidance to customers.
• Assist customers with product usage, configuration, and common application-related queries.
• Reproduce reported issues whenever possible and document the steps to reproduce them.
• Identify whether an issue is related to user operation, configuration, data, application functionality, or a software defect.
• Create detailed support tickets with appropriate descriptions, screenshots, videos, and other relevant information.
• Escalate technical issues to the Development or QA team when required.
• Coordinate with Developers and QA Engineers to investigate and resolve reported issues.
• Follow up on pending issues and ensure timely closure.
• Verify fixes and confirm that reported issues are resolved before communicating closure to customers, where applicable.
• Maintain proper records of customer issues, troubleshooting steps, resolutions, and follow-ups.
• Identify recurring customer issues and communicate them to the Product, QA, and Development teams.
• Assist customers during product onboarding, configuration, and basic training when required.
• Learn and maintain a strong understanding of VCEFE products, features, workflows, and business processes.
• Maintain professional communication and customer relationships throughout the support process.

Required Skills

Communication Skills – Mandatory
• Excellent verbal and written communication skills.
• Good English communication skills.
• Ability to communicate professionally with customers over phone, WhatsApp, and email.
• Ability to explain technical issues in simple and understandable language.
• Good listening and customer-handling skills.
• Ability to handle customer complaints and difficult situations professionally.

Technical Skills

Candidates should have a basic understanding of:
• Web applications
• Software troubleshooting
• Windows and basic computer troubleshooting
• Internet and browser troubleshooting
• Basic networking concepts
• Application errors and logs
• Database concepts
• Basic SQL queries
• Software testing concepts

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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