SmartWinnr

As a Customer Support Executive, you will be responsible for managing inbound calls through a dedicated support line and assisting with system-related queries. Your role involves documenting queries accurately, providing first-level support, and coordinating with the internal team for resolutions. This is a customer-facing role that requires strong communication skills, basic computer knowledge, and a service-oriented approach.

Key Responsibilities

Call Handling & Query Management

• Answer inbound calls on the dedicated support line with professionalism.

• Log and document customer/system queries accurately.

• Maintain structured records for tracking and reporting.

Basic System Support

• Provide timely and accurate first-level responses to customer queries, ensuring issues are resolved effectively.

• Guide the users through basic troubleshooting steps.

• Escalate unresolved or technical issues to the internal team.

Collaboration & Escalation

• Work closely with the internal support team to ensure timely resolutions.

• Communicate escalated issues with complete details for faster problem-solving.

• Follow up to ensure query closure and customer satisfaction.

Documentation & Reporting

• Maintain logs of queries and call outcomes for reference.

• Prepare simple reports on recurring issues and support trends.

• Share daily, weekly and monthly updates with the internal team.

Professional Communication

• Ensure clear, polite, and professional communication with customers. • Handle customer queries with patience and empathy.

• Represent SmartWinnr’s brand values in every interaction.

As a Pre-Sales Solutions Engineer, you will play a critical role in the sales process by demonstrating SmartWinnr’s products and solutions to prospective customers. You will work closely with the sales team to understand client requirements, craft tailored demonstrations, and effectively communicate the value of our offerings. This role requires a combination of technical understanding, excellent communication skills, and the ability to present solutions in a way that resonates with diverse stakeholders.

Responsibilities include but are not limited to:



• Conduct product demonstrations and presentations tailored to the needs and interests of potential customers.
• Collaborate closely with the sales team to understand customer requirements and propose the right product solutions.
• Assist in creating and customizing demo environments and scenarios that highlight the product’s key features.
• Provide technical support during the pre-sales process, addressing any technical questions or concerns that arise.
• Document and maintain records of all customer interactions, demo sessions, and feedback for continuous improvement.
• Work with the product team to relay customer feedback and help refine product offerings.
• Assist in the preparation of proposals and other sales-related documentation.

Responsibilities :

Professional Experience

• 2–5 years of experience in pre-sales, solutions engineering, or technical consulting.
• Proven track record of supporting B2B sales cycles and delivering effective product demonstrations.

Skills & Tools

• Strong presentation, communication, and interpersonal skills.
• Familiarity with SaaS products, technical integrations, and solution design.
• Proficiency with CRM platforms (preferably Pipedrive) and productivity tools like MS Office or Google Workspace.

Personal Attributes

• Customer-focused with a consultative approach to problem-solving.
• Proactive, adaptable, and quick to learn in dynamic environments.
• Collaborative team player with a positive attitude and growth mindset.