Customer Care Executive Hex Business Innovations

About Hex Business Innovations

Job Description

Job Description: Customer Support ExecutivePosition Overview The Customer Support Executive is responsible for providing exceptional support and guidance to customers using our software products. This role involves understanding the software in-depth, troubleshooting issues, and effectively communicating solutions to customers. The ideal candidate will have a strong technical background, excellent communication skills, and a customer-centric approach. Key Responsibilities Customer Support: Respond to customer inquiries via phone, email, and chat in a timely and professional manner. Diagnose and troubleshoot technical issues related to software use. Provide step-by-step solutions and detailed explanations to customers. Software Learning: Gain a thorough understanding of the company's software products, including features, functionality, and common issues. Stay updated with the latest software updates, features, and best practices. Attend training sessions and workshops to enhance product knowledge. Problem Resolution: Identify recurring issues and work with the development team to provide feedback and suggest improvements. Escalate complex issues to the appropriate team members or departments when necessary. Follow up with customers to ensure their issues are resolved satisfactorily. Documentation: Create and maintain a knowledge base of common issues and solutions. Develop user guides, FAQs, and support documentation to assist customers in self-service. Customer Training: Conduct training sessions for customers to help them effectively use the software. Develop training materials, including video tutorials, webinars, and written guides. Customize training sessions based on the specific needs of different customer segments. Feedback and Improvement: Collect and analyze customer feedback to identify areas for improvement in the software. Collaborate with the product development team to enhance the user experience based on customer insights. Qualifications Education: Bachelors degree in Computer Science, Information Technology, or a related field (preferred but not mandatory). Experience: Previous experience in a customer support or technical support role, preferably in the software industry. Experience with help desk software and remote support tools. Technical Skills: Proficiency in using and troubleshooting software applications. Basic understanding of programming languages and databases is a plus. Soft Skills: Excellent verbal and written communication skills. Strong problem-solving abilities and attention to detail. Ability to explain technical concepts in a clear and concise manner. Patience and empathy when dealing with customers. Key Competencies Customer-focused mindset. Strong organizational and time-management skills. Ability to work independently and as part of a team. Adaptability to fast-paced and changing environments. Proactive approach to learning and self-improvement. Job Types: Full-time, Internship Contract length: 6 months Benefits: Cell phone reimbursement Leave encashment Paid sick time Education: Bachelor's (Preferred) Experience: Technical support: 1 year (Preferred) total work: 1 year (Preferred) Customer service: 1 year (Preferred) Language: Hindi (Preferred) English (Preferred) Work Location: In person Speak with the employer +91 8384017039,