Customer Support Executive

Company Overview

Pinnacle Infotech values inclusive growth in an agile, diverse environment. With 30+ years of global experience, 3,400+ experts completed 15,000+ projects across 43+ countries for 5,000+ clients. Join us for rapid advancement, cutting-edge training, and impactful global projects. Embrace E.A.R.T.H. values, celebrate uniqueness, and drive swift career growth with Pinnaclites!

Position Name : Customer Support Executive (Software Product)

Years of Experience : 3-4 years

Location - Durgapur

Qualification - Any Degree

No. of open Position - 2

Position Summary :

Providing prompt, knowledgeable, and effective assistance for a cloud-based software platform.

Resolve customer queries related to account setup, product functionality, integrations, and performance, while delivering a seamless support experience via email, chat, or phone.

Technically proficient, customer-focused, and capable of translating complex concepts into simple, user-friendly solutions.

Primary Skills :

Expected Years of Exp

Ability to explain Software product concepts and workflow.

3-4 yrs

Logical thinking and root cause analysis.

3-4 yrs

Ability to work through complex customer inquiries.

3-4 yrs

Familiar in SaaS and web platforms.

3-4 yrs

Managing multiple tickets or chats efficiently.

3-4 yrs

Prioritize and manage the queries / issues.

3-4 yrs

Develop strategies to retain clients and reduce churn.

3-4 yrs

Monitor customer satisfaction through surveys or feedback and take action to address issues.

3-4 yrs

Secondary Skills :

Expected Years of Exp

Understanding of CRM / helpdesk tools.

3-4 yrs

Clear, concise verbal and written communication.

3-4 yrs

Working closely with product teams.

3-4 yrs

Job Responsibilities :

Respond to customer inquiries via email, chat, phone, or ticketing systems.

Documentation and writing skills.

Diagnose and troubleshoot software issues, bugs, or user errors.

Identifying the current and future business process.

To do gap analysis.

Escalate complex issues to the product development team.

Provide onboarding support for new users.

Create and maintain user guides, FAQs, and help documentation.

Conduct product walkthroughs, webinars, or live training sessions.

Interested candidates, kindly share your resume at sunitas@pinnacleinfotech.com