Customer Support Executive

Role & responsibilities

We are looking for a customer-focused Semi-Technical Voice Support Executive who can handle customer interactions over voice and provide basic technical assistance.

The ideal candidate should have strong verbal communication skills, hands-on voice support experience, good customer-handling skills, and the ability to work with multiple tools and systems.

Key Responsibilities

• Handle inbound and outbound customer interactions through voice.
• Understand customer queries and provide accurate, professional resolutions.
• Perform basic technical troubleshooting and guide customers step-by-step.
• Use CRM, ticketing, communication and other internal tools to manage customer requests.
• Create, update and maintain customer tickets and interaction records.
• Navigate multiple tools/systems simultaneously while handling calls.
• Identify issues that require escalation and coordinate with the relevant technical/internal teams.
• Follow defined processes, SOPs, quality standards and escalation procedures.
• Ensure a positive customer experience through effective communication and active listening.
• Meet productivity, quality, AHT, CSAT and other process-related targets.
• Maintain accurate documentation of customer interactions and resolutions.

Required Skills

• 13 years of experience in voice/customer support/technical support.
• Strong spoken English and good communication skills.
• Hands-on experience handling customers over voice.
• Good understanding of basic technical troubleshooting.
• Comfortable using CRM, ticketing systems and multiple web-based tools.
• Good computer skills and ability to quickly learn new tools.
• Strong problem-solving and active-listening skills.
• Ability to handle difficult customers professionally.
• Good typing and documentation skills.
• Comfortable working in a target-driven environment.