Customer Support Executive

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.