DEVELOPMENT

Support Executive

Americas and European time zones

Job Summary

The Support Executive will provide exceptional customer support by resolving technical issues, ensuring customer satisfaction, and providing product training. This role acts as the primary point of contact for customer inquiries and support requests, requiring strong technical knowledge and excellent communication skills. The ideal candidate will be adept at troubleshooting, able to manage multiple tasks, and committed to providing high-quality service. They will work closely with other teams to escalate and resolve complex problems, contribute to support documentation, and monitor support metrics. This position is key in maintaining customer relationships and ensuring the smooth operation of our products and services.

What you'll do

  • Respond to customer inquiries and support requests via phone, email, and chat.
  • Troubleshoot and resolve technical issues related to our products and services.
  • Document and track customer interactions and issues in the support ticketing system.
  • Escalate complex problems to the appropriate teams and ensure timely resolution.
  • Provide product training and support to customers.
  • Monitor support metrics and identify areas for improvement.
  • Collaborate with the product and development teams to address customer feedback.
  • Contribute to the creation of support documentation and knowledge base articles.

Qualifications

  • Bachelor’s degree in Information Technology, Computer Science, or related field.
  • 3+ years of experience in a customer support role.
  • Strong technical troubleshooting skills.
  • Excellent communication and interpersonal skills.
  • Familiarity with support ticketing systems and CRM software.
  • Ability to work under pressure and manage multiple tasks.
  • Customer-focused mindset with a commitment to providing excellent service.
  • Experience in a SaaS or technology company is a plus.
Let's explore how Innovent can work with you!
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