Sr. Executive - Customer Support

Job Title: Sr. Executive - Customer Support
Location: Kharadi, Pune.

Job Summary:

Handle complex and escalated support issues, mentor junior executives, and coordinate closely with Product/Development on recurring or critical defects.

Roles & Responsibilities:

• Own resolution of complex/escalated tickets requiring deeper product or database investigation.
• Mentor junior executives and executives on troubleshooting techniques and SLA discipline.
• Liaise with Development/QA teams on bug reproduction, prioritization, and fix validation.
• Identify patterns in recurring issues and recommend knowledge base or product improvements.
• Support critical/priority customer accounts during high-impact incidents.

Education Qualifications & Certifications:

• Graduate in IT/Computer Science; aviation software exposure preferred.

Essential Skills:

• Advanced troubleshooting
• Cross-team coordination
• Mentoring
• Incident management

Experience:

• 2-5 years