Customer Support Executive

Company: Taxilla IT Solutions
Position Title: Customer Support Executive
Experience: 0 -4Years
Location: Hyderabad Kondapur
Mode of Interview: Face - To- Face Interview

Key Responsibilities

• Handle incoming customer calls, emails, and support requests related to the product.
• Understand and resolve customer queries related to ERP systems, accounting, billing, and day-to-day product usage.
• Assist customers with product navigation, workflows, transactions, and application functionality.
• Troubleshoot customer-reported issues, identify root causes, and provide appropriate solutions or workarounds.
• Manage customer complaints professionally and remain calm and patient when dealing with stressed or dissatisfied customers.
• Create, update, and track support tickets, ensuring timely follow-ups and resolution within agreed timelines.
• Coordinate with internal technical, product, and other relevant teams to resolve complex issues.
• Keep customers informed about issue status, expected resolution timelines, and next steps.
• Follow established communication procedures, support guidelines, and company policies.
• Prioritize multiple support requests effectively while maintaining service quality and accuracy.
• Develop a thorough understanding of the product to provide accurate information and effective customer assistance.
• Maintain proper documentation of customer interactions, reported issues, troubleshooting steps, and resolutions.
• Work collaboratively with colleagues to improve the customer experience and ensure high levels of customer satisfaction.

Mandatory Skills and Requirements

• 0–4 years of relevant experience in customer support, product support, or application support.
• Hands-on experience with ERP systems, accounting, and billing is mandatory.
• Good understanding of accounting processes, billing workflows, and day-to-day business operations.
• Excellent verbal and written communication skills.
• Strong customer-handling, troubleshooting, and problem-solving abilities.
• Experience in ticket management, issue tracking, follow-ups, and coordination with internal teams.
• Ability to handle customer complaints professionally and provide timely, appropriate resolutions.
• Strong organizational skills with the ability to multitask, prioritize, and manage time effectively.
• Willingness to learn the product, understand customer requirements, and continuously improve product knowledge.

Desirable Skills

• Previous experience supporting ERP, accounting, billing, or financial management software.
• Familiarity with email drafting, MS Office, and Microsoft Excel.
• Experience in product-based organizations or application support environments.
• Knowledge of customer service practices, support SLAs, and ticketing systems.

Personal Characteristics

• Customer-focused with a strong commitment to customer satisfaction.
• Patient, analytical, responsible, and detail-oriented.
• Professional and composed when handling challenging customer situations.
• Proactive in following up on unresolved issues.
• A collaborative team player with strong interpersonal skills.
• A self-learner who can quickly understand product features and business workflows.

Interested Candidates Send your CV to: ''[email protected]"