Delivery and Customer Support Executive

We are looking for an Executive: Delivery & Customer Support who will serve as the primary point of contact for customers post-implementation. This role involves providing product training, troubleshooting technical and functional issues, ensuring smooth platform adoption, and delivering an excellent customer experience.

Responsibilities

• Conduct product training sessions for new and existing customers via calls, screen sharing, and demos.
• Help customers understand platform features, workflows, and best practices.
• Ensure smooth onboarding and successful product adoption.
• Handle day-to-day customer queries and technical issues via calls, emails, and support tools.
• Diagnose, troubleshoot, and resolve product-related issues efficiently.
• Coordinate with internal tech and product teams for issue escalation and resolution.
• Ensure timely closure of support tickets with proper documentation.
• Act as a trusted advisor and support partner for customers.
• Provide prompt, accurate, and professional responses to customer concerns.
• Maintain strong relationships to ensure customer satisfaction and retention.
• Maintain records of customer interactions, issues, and resolutions.
• Create and update help documents, FAQs, and training materials.
• Follow defined support processes and service standards.
• Collect customer feedback and share insights with product and engineering teams.
• Identify recurring issues and suggest improvements.

Requirements

• 1-3 years of experience in Customer Support, Technical Support, or Customer Success (preferably in SaaS or software products).
• Strong communication and presentation skills.
• Ability to explain technical concepts in simple terms.
• Good troubleshooting and analytical skills.
• Basic understanding of CRM, ERP, or SaaS platforms.
• Strong problem-solving attitude and customer-first mindset.
• Ability to manage multiple customers and priorities.
• Experience in SaaS, CRM, or ERP support.
• Experience in conducting customer training sessions.
• Familiarity with ticketing tools and remote support tools.

This job was posted by Didhiti Dasgupta from Buildesk.