Customer Support Executive

Testpress is a SaaS platform used by education and training organizations to deliver online courses, exams, live classes and learning experiences.

We're looking for a Customer Support Executive who can help customers use Testpress effectively, troubleshoot issues and coordinate with our Engineering team when technical intervention is required.

What You'll Do

• Handle customer queries through WhatsApp, email, calls and online meetings.
• Help customers understand and use Testpress features.
• Investigate and reproduce customer-reported technical issues.
• Collect relevant screenshots, videos, device/browser/app details and other information required for investigation.
• Resolve known configuration/product issues independently.
• Create clear technical tickets and coordinate with Engineering for issues requiring development support.
• Track open issues, follow up and keep customers informed until closure.
• Conduct customer onboarding, training and screen-sharing sessions.
• Help with Android, iOS, Windows and macOS app launch/update activities.
• Support domain/email white labelling and other customer configurations.
• Identify recurring customer problems and help improve our documentation and product.

What We're Looking For

• Strong communication skills.
• Good problem-solving and troubleshooting ability.
• Comfortable working with web and mobile applications.
• Ability to understand a SaaS product in depth.
• Strong ownership and follow-up discipline.
• Comfortable interacting directly with customers through calls and meetings.
• Attention to detail when documenting technical issues.
• Willingness to learn new tools and technologies.

Experience in SaaS customer support, EdTech, LMS, online examination platforms or technical support is an advantage.

What Success Looks Like

You don't simply forward customer problems to Engineering.