Customer Support Associate

Role: Customer Support Executive

Location :Andheri East (Mumbai)

Experience: 1+Year(Product Base experience will be preferred)

Employment Type: Full Time

Salary Upto : 4.5LPA

Work Mode: On-site
Location : Saki Naka, Andheri ,Mumbai

Shift Timings: Shifts will be assigned on a weekly rotational basis:

Morning Shift: 9:00 AM – 6:00 PM

Evening Shift: 12:00 PM – 9:00 PM

About Company : Solar Ladder is India's leading solar business management platform, helping solar installers, EPC companies, and renewable energy businesses streamline their sales, design, proposal generation, project management, and customer operations through a single cloud-based platform.

We are looking for a proactive, customer-focused Customer Support Executive who is passionate about solving customer problems, delivering exceptional service, and ensuring a seamless customer experience.

Role Summary : As a Customer Support Executive, you will be the first point of contact for our customers. Your primary responsibility is to provide timely, accurate, and professional support through calls, tickets, emails, and remote assistance. You will also assist customers with proposal creation, basic design edits, and software usage while maintaining defined Service Level Agreements (SLAs).

Key Responsibilities:

• **Customer Support-**Handle inbound and outbound customer calls professionally.
• Resolve customer queries related to Solar Ladder products and services.
• Provide remote support through screen-sharing tools whenever required.
• Follow up with customers until issues are completely resolved.
• Maintain high customer satisfaction during every interaction.

Ticket Management-Manage customer support tickets received through the in-app support system.

• Prioritize tickets based on urgency and business impact.
• Ensure all tickets are updated with proper notes and resolution details.
• Escalate complex technical issues to the concerned team.

**Proposal &Design Support-**Assist customers in creating and modifying solar proposals.

• Have a basic understanding of design tools such as Canva, Adobe Photoshop, or similar software.
• Support customers in editing proposal layouts, branding, and documents.
• Understand the basics of solar proposal generation and design workflows.

Customer Communication: Respond to customer emails, WhatsApp messages, and chat support.

• Communicate professionally with customers regarding issue status and expected resolution timelines.
• Conduct follow-up calls after issue resolution to ensure customer satisfaction.

SLA & Performance: Maintain defined First Response Time (FRT) and Resolution Time (TAT).

• Ensure customer queries are responded to within the agreed SLA.
• Meet daily productivity and quality targets.
• Maintain accurate records of customer interactions.

Documentation: Record all customer interactions in the CRM/helpdesk system.

• Create and update internal knowledge base articles whenever required.
• Report recurring customer issues and product feedback to the Product Team.

Collaboration: Work closely with the Customer Success, Product, Sales, and Development teams.

• Participate in internal product training sessions.
• Support product testing and validation whenever new features are released.

Required Skills

• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Ability to multitask in a fast-paced SaaS environment.
• Basic knowledge of Microsoft Excel and Google Sheets.
• Basic understanding of Canva, Adobe Photoshop, or similar design tools.
• Good understanding of customer service principles.
• Ability to learn software products quickly.
• Positive attitude with strong ownership and accountability.

Preferred Qualifications

• Graduate in any discipline.
• 0–2 years of experience in Customer Support, Technical Support, or Customer Service.
• Experience in SaaS, CRM, or the Solar Industry is an added advantage.
• Basic knowledge of the solar industry is preferred but not mandatory.

Key Performance Indicators

• First Response Time (FRT)
• Ticket Resolution Time (TAT)
• Customer Satisfaction (CSAT)
• Call Quality Score
• Ticket Closure Rate
• Customer Follow-up Compliance
• SLA Adherence
• Productivity Targets
• Documentation Accuracy

What We Offer

• Opportunity to work in a fast-growing SaaS company in the renewable energy sector.
• Continuous learning and professional development.
• Exposure to innovative technology products.
• Friendly and collaborative work environment.
• Career growth opportunities based on performance.

Pay: ₹25,000.00 - ₹34,589.00 per month

Benefits:

• Flexible schedule
• Health insurance
• Paid time off
• Provident Fund

Application Question(s):

• Current or Last Monthly Salary?

• Notice Period?

• Expected Monthly Salary?

• Do you have prior experience working in customer support for a SaaS (Software-as-a-Service) product?

• If yes, please mention the SaaS product/company you have supported and briefly describe your experience.

Work Location: In person