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.
Shubham Vishwakarma
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