Job Summary

We are seeking a highly motivated and customer-centric Customer Support Executive to ensure our customers achieve their desired outcomes while using our products. The ideal candidate will be an excellent communicator, a proactive problem solver, and someone who thrives in a dynamic startup environment, with the ability to handle both technical and non-technical issues/queries in a government/public-sector context.

Key Responsibilities

Take calls with clients and resolve their queries/issues efficiently, ensuring smooth product usage and query resolution
Triage and manage tickets raised by clients, ensuring effective closure through follow-ups with internal and external stakeholders
Provide comprehensive support in resolving user issues via Voice Call, Email, Text, WhatsApp Chat, and other communication channels
Manage large volumes of inbound and outbound calls in a timely manner, following communication scripts and best practices
Handle escalations and complex queries while building sustainable relationships and trust through open and interactive communication
Manage internal coordination across teams to expedite ticket resolution and maintain customer satisfaction
Monitor and analyze customer metrics to assess health, engagement, and identify opportunities for improvement and growth
Demonstrate patience and proficiency in understanding customer issues and accurately reporting findings to the internal team
Compose professional email communications and follow up on pending issues proactively

Required Skills & Qualifications

Excellent verbal and written communication skills in English; fluency in Telugu and/or Hindi is mandatory, with demonstrated ability to build strong customer relationships
Minimum 1 year of prior experience in Customer Support or Customer Success role
Proven ability to handle both technical and non-technical support issues
Strong documentation, reporting, and presentation skills with proficiency in Google Sheets, PowerPoint, and reporting tools
Excellent problem-solving skills and proactive approach to addressing customer needs
Ability to work independently, manage multiple priorities, and thrive in a fast-paced, deadline-driven environment
Proficient laptop/computer skills and comfort with multiple software platforms
Analytical mindset with the ability to interpret data and generate actionable insights
Openness to constructive feedback with accountability and commitment to continuous improvement
Passion for delivering exceptional customer experiences and driving customer success

Preferred Experience

Experience with ticket management and internal escalation processes
Experience working on public-sector IT or government projects
Familiarity with customer relationship management (CRM) tools
Email writing and sales/coordination experience

Personal Attributes

High level of professionalism and integrity
Strong attention to detail and accuracy in documentation
Ability to work effectively under regulatory and deadline-driven environments
Proactive and solution-oriented mindset
Strong negotiation and internal coordination skills
Ability to work on-site in a client office environment
Patience and empathy in customer interactions
Self-motivated and goal-oriented approach

Compensation & Benefits

Competitive salary package as per industry standards
Long-term project stability
Learning and development opportunities
Professional work environment
On-site placement with government/public-sector organization

Additional Requirements

Must be available for immediate joining
Must be willing to work on-site at client office in Lakdikapul, Hyderabad
Ability to handle both pure technical and non-technical customer support issues
Experience in internal coordination and ticket resolution processes